Tier Technical Support Job Description
Tier technical support
provides first level support to employees for all IT-related concerns and technologies such as: Windows 8.1 ,Windows 7, Windows Server 2012, Exchange Server 2010, Lync, Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO networking and our own proprietary software.
Tier Technical Support Duties & Responsibilities
To write an effective tier technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included tier technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment
Collaborate with various technical organizations when determining customer solutions (Engineering, Product Groups, ) Engages appropriate technical resources, as appropriate
Maintain thorough knowledge of Customer Support processes and procedures
Keep up the Customer-Aircraft-System Equipment relationships in the Navision ERP database
Collaborate with other Operations, Systems and Software Engineers in a test driven environment to build and support applications
Utilize support tools and resources necessary to get the job done, including e-mail, chat, telephone and SalesForce
Help refine customer-facing or internal documentation on an as-needed basis
Communicate customer needs and wishes to leadership team.Must be able to work independently while maintaining the highest levels of professionalism and customer support
Analyze, isolate, and resolve US Federal Court systems problems
Travel to demonstrate product features and capabilities, on-site support to bring products or systems on-line
Tier Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Tier Technical Support
List any licenses or certifications required by the position: SSCA, SANS, HP, MSSQL, CE, MCSA, ISO, MOF, ITIL, RK
Education for Tier Technical Support
Typically a job would require a certain level of education.
Employers hiring for the tier technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Computer Science, Technical, Engineering, Associates, Education, Information Technology, Computer, Business, Networking, Information Systems
Skills for Tier Technical Support
Desired skills for tier technical support include:
Contract Ops Applications
Microsoft Package
Policies
Resources
Roles
Support Model process
Support Processes
Techniques
TCP/IP
DNS
Desired experience for tier technical support includes:
Experience in digital advertising industry a plus
Excellent customer service and support skills and experience, with an overall objective of single call resolution for all customers
Strong, proven, and broad (not necessarily deep) technical background with a focus on Operational tooling
Knowledge and experience with Apple iOS, Android OS, ROKU, XBOX 360, XBOX One, Mac OS, Windows is beneficial
Networking experience will be beneficial
Network+, A+, CCNA, or Microsoft certifications are a plus
Tier Technical Support Examples
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Tier Technical Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of tier technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for tier technical support
- Receive technical-related telephone calls from partners inquiring how to use software products, services, and reports
- Investigate and resolve incidents regarding software products, services, and reports
- Resolve questions by applying knowledge of computer software and procedures
- Escalate advanced technical issues as needed and alert management of flaws found in software products and services
- Utilize resources such as organization's knowledge base, diagnostic tools, and collaboration with co-workers to research incidents and find solutions
- Participate and contribute to organization-wide projects to improve or create products and software
- Utilize online resources such as Birch online and the knowledge base to resolve customer troubles
- Accurate documentation and tracking of customer issues into Salesforce Case Management
- Retain a thorough working knowledge of all databases and applications associated with performance of Customer Support duties (Navision ERP, Salesforce CRM, Billing Platform and all service activation processes)
- Prototype and deliver solutions in an agile manner
Qualifications for tier technical support
- Knowledge of security fundamentals
- Familiarity with cable system operations, internet and telephony operations preferred
- Must be able to work in a fast paced environment and have the ability to make decisions quickly
- Must exhibit leadership abilities and desire to mentor/coach other staff members
- Must possess strong follow-up skills and attention to detail
- Familiarity with high speed data and cable modem technologies desired
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Tier Technical Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of tier technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for tier technical support
- Identify and involve additional resources if necessary
- Track and manage all escalations of product issues
- Be point of escalation for all internal technical questions between Global Support Team, Account Management, Sales and Engineering
- Communicate all release management details for product issue fixes to customers when necessary
- Attends and helps facilitate updates for Quality meeting for tracked progress on key areas of improvement
- Able to make decisions with minimal management assistance on technical interactions with customers, development and DocuSign Operations Center
- With support from CWS executive management, other functional areas of the business, and program management
- Manages all field actions in conjunction with Field Service Engineers, CR/CO’s or other post-release documentation such as labeling, tech bulletins
- Provides direct supervision of Product Support Group employees
- Performs Service Desk Technician II support duties, responds to calls, tickets, and emails immediately, and collects all pertinent critical data to resolve the issue
Qualifications for tier technical support
- Experience with PHP/MySQL is preferred, but not required
- A BA/BS degree with strong academic record, school and community involvement
- Two year degree in technology field preferred or comparable experience
- A+ and Net+ certification a plus
- Minimum of six monthsexperience in computer/network customer service support environment
- 1-2 years related technical internet troubleshooting experience
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Tier Technical Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of tier technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for tier technical support
- Utilize tools and resources to troubleshoot and repair managed services customer problems
- Resolve routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations
- Expected to handle customer calls with a positive problem-solving attitude
- Properly document in OSS system call purpose and resolution
- Participate in continuing education and onsite training for new products and services
- Consult with Tier II or supervisor as needed for problem resolutions
- Expected to log in to an ACD call queue to receive customer and vendor calls
- Maintain a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
- Responsible for sharing all acquired knowledge concerning problem resolution
- Utilize and remain proficient in other department applications used
Qualifications for tier technical support
- Strong Customer Service experience with an emphasis on first call resolution and follow-through
- Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions
- Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
- Fluent Knowledge of Internet computer applications
- Ability to organize calls efficiently and resolve customer issues
- In-depth knowledge of specialty internet products
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Tier Technical Support Job Description
Job Description Example
Our company is looking to fill the role of tier technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for tier technical support
- Root Cause Analysis and / or provision of examples of software bugs
- Provide technical support for complex lab software suites
- Assist in Contract Operation owned tool functionality, Downstream interface linkages (revenue, Order Credit, etc), Follow Change Management process as required
- Communicate updates to documentation as appropriate to P &C Teams
- Keep up to date with local business requirements and practices and communicate information to the appropriate business users
- Trouble shoots clients concerns
- Gains remote access and diagnoses technical problems
- Acts as a tier 2 consultant
- Handles off site IT problems for clients
- Resolve complex technical issues related to the Demandforce platform and delivery workflow for all our customers
Qualifications for tier technical support
- Experience with data security policy requirements (HIPAA, PCI, FISMA, and similar)
- Experience with compliance audit processes
- Strong ability to independently troubleshoot and debug customer reported issues
- Experience with Splunk and Linux
- BS/MS or equivalent experience
- FreightWatch International is a 24x7 service provider
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Tier Technical Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a tier technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for tier technical support
- Isolate, respond and resolve layer 1-3 routing, switching, security, and wireless services to restore network, equipment or end user back into service
- Resolving customer service complaints to increase efficient use of the field work force through the use of monitoring equipment, outbound calls, identification of area problems, assigning, and dispatching
- Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles
- Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls
- Properly document all interactions within ticketing systems
- Assist with identification of chronic customer access issues
- Achieve standards for consistent performance (scorecards)
- Identify and report deficiencies and best practices to management
- Conduct initial analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion
- Follow up on open service inquiries to ensure that customers received solution and are satisfied with solution
Qualifications for tier technical support
- Experience working in large enterprise organizations is an advantage
- Unix/Linux knowledge with command line experience
- Basic UNIX/Linux shell scripting experience
- Several years' experience in a comparable role Strong UNIX/Linux background and experience
- Escalates system issues arising within the entire system architecture including server, workstation, network, or storage hardware, commercial-off-the-shelf (COTS) or custom software
- Ability to generate support reports using CRM systems, Excel and PowerPoint