Associate, Technical Support Resume Samples
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Associate, Technical Support Resume Samples
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255 Kuhn Ways
Boston
MA
+1 (555) 683 0954
255 Kuhn Ways
Boston
MA
Phone
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+1 (555) 683 0954
Experience
Experience
Boston, MA
Associate, Technical Support
Boston, MA
Zboncak-Anderson
Boston, MA
Associate, Technical Support
- Deliver high-quality second-level service of the technology environment, Manage Service Now incidents, provide desktop services and asset management
- Manages work order resolution through first call resolution per KPI standard
- Completes effective work orders timely and efficiently to provide the best troubleshooting results
- Monitors daily automated broadcast campaigns to ensure proper execution. Responsible for the coordination, configuration, execution, monitoring and reports of broadcast campaigns
- Proactively communicate with customers, from analysis through resolution, to keep them informed of status; provide follow-up upon resolution to ensure customer satisfaction
- Communicates with Network Operations and Development teams to escalate advanced issues
- Provide intermediate-level network troubleshooting and services, and desktop/laptop troubleshooting and services
San Francisco, CA
Associate Technical Support Analyst
San Francisco, CA
Herman, Carter and Cartwright
San Francisco, CA
Associate Technical Support Analyst
- Provide phone, email, and chat support for customer facing web and client-server applications. Adhere to established quality standards
- Interface with development, quality assurance, business units, and Level 1 customer support groups to troubleshoot technical issues and ensure complete and expedient resolution of issues
- Play a role in developing and maintaining positive relationships with business unit partners and with technology teams
- Implement and maintain positive and effective team communication methods
- Responsible for meeting effective, timely, quality, and documented solutions to technical issues
- Contribute to on-going department process development and improvements
- Primary frontline Technical Helpdesk for all Enterprise level merchants utilizing excellent written and verbal communication
present
Dallas, TX
Associate Technical Support Engineer
Dallas, TX
Hane LLC
present
Dallas, TX
Associate Technical Support Engineer
present
- Offer developer-to-developer assistance for Red Hat JBoss Middleware
- Work closely with Red Hat's production support engineers, technical account managers, and development engineering
- Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
- Consult with and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
- Contribute to the global Red Hat knowledge management system while working on customer issues
- Provide a high-level of technical assistance to ensure that our customers get the most out of Red Hat JBoss Middleware solutions
- Analyze upstream development against current customer reported defects and develop patches to resolve the issue
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Ball State University
Bachelor’s Degree in Computer Science
Skills
Skills
- Ability to effectively communicate both oral and written with employees at all levels
- Demonstrated critical thinking/problem solving skills and an ability to creatively solve complex issues
- Able to work independently and autonomously
- Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team
- Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment
- Fields and evaluates customer requests for hardware and software purchases
- Recommends initiatives geared toward departmental process improvement
- Researches, tests and deploys software packages for firmwide use
- Provides end user training for computer hardware and software
- Performs administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation
15 Associate, Technical Support resume templates
Read our complete resume writing guides
1
Associate Technical Support Analyst Resume Examples & Samples
- Provide phone, email, and chat support for customer facing web and client-server applications. Adhere to established quality standards
- Play a role in developing and maintaining positive relationships with business unit partners and with technology teams
- Employ the appropriate level of tact and diplomacy needed for maintaining a cooperative relationship with both internal and external customers, and have an ability to communicate with both technical and non-technical people
- Implement and maintain positive and effective team communication methods
- Responsible for independent resolution to routine issues, and for notifying management of non-routine issues which need immediate attention and/or escalation
- Ensure customer quality, customer satisfaction and customer availability goals are met. Confirms service level agreements are met for Level II Support. Looks for and finds ways to improve operations
- Associate's degree or appropriate combination of education and experience is required
- Committed team player with passion and high standards for self, others, company and product
- Ability and willingness to perform on-call functions and respond to emergency calls during non-business hours on a rotating basis
- Some travel may be required
2
Associate Technical Support Analyst Resume Examples & Samples
- Ability to assimilate a technical discipline. The successful candidate will have demonstrated having attained proficiency of a technical knowledge equivocal to software configuration or reports generation. General IT literacy is a must although it must be stressed that this is software services support position rather than an IT Support post
- Excellent communication skills. Specifically the ability to remain calm and work amid external criticism & complaints to re-introduce customer confidence and satisfaction levels. The ability to adjust unrealistic client expectations while maintaining and improving the business relationship
- The successful candidate will be of graduate caliber and demonstrate a professional businesslike approach to their work
- Participate in cross functional internal projects designed to streamline and innovate on existing procedures
- 2 years of experience in a Technical Helpdesk with moderate call volume environment
- Strong troubleshooting/debugging skills and a passion for problem solving and investigation
- Intermediate-level knowledge of multiple programming languages. (ASP, PHP, xml, etc.) is a plus
- Intermediate-level knowledge of Network protocols, infrastructure, and topologies is a plus
3
Associate Technical Support Analyst Resume Examples & Samples
- 4+ years of customer service experience
- BS in Computer Science or MIS strongly preferred
- Intermediate-level knowledge of Network protocols, infrastructure, and topologies
- Well organized and detail-oriented
- Must have strong troubleshooting/debugging skills, a passion for problem solving
4
Lead Associate Technical Support Analyst Resume Examples & Samples
- Operate as a shift lead and primary escalation point for the Support Team
- 2+ years of experience leading teams supporting enterprise scale applications / services preferred
- 2+ years of Tier 2 level Technical Helpdesk / Call Center experience highly preferred
- Ability to multi-task, quickly evaluate information, and make quick decisions based on multiple factors
- Must be able to manage multiple service requests with strict time limits on an ongoing basis
- Ability to multi-task, continually re-prioritize cases and work under pressure
5
Associate Technical Support Analyst Resume Examples & Samples
- Minimum 3 years of relevant experience in Technical Customer Support and/or Technical Account Management
- At least 3 years of experience in a Technical Helpdesk with moderate call volume environment providing direct customer support
- Bachelor's degree in Computer Science, Management Information Systems or related discipline
- Prior knowledge of online payment processing and/or banking industry
- Good knowledge of multiple programming languages. (ASP, PHP, XML, etc.)
- Good knowledge of Network protocols, infrastructure and topologies
6
Associate Technical Support Analyst Resume Examples & Samples
- Handles problem identification, research, isolation, resolution and follow-up for user problems
- Utilize all technical resources to solve customer problems
- Good knowledge of Windows 7 and MS Office 2013 and Outlook
- Experience & Education Required
- Ability to effectively perform problem isolation and resolution in order to have the least amount of impact and downtime
7
Associate Technical Support Analyst Resume Examples & Samples
- BS in Computer Science or MIS
- Minimum of 2 years Customer Support
- Intermediate-level knowledge of multiple programming languages. (ASP, PHP, xml, etc.)
8
Associate Technical Support Analyst Resume Examples & Samples
- Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience
- Provides tier 1 support for all servers and systems in the production SaaS environment
- Assists Incident Management team during and after events to gather information and troubleshoot incident root cause
- Troubleshoots web site access and configuration issues
- Troubleshoots all areas of web servers including accessibility, configuration, software and hardware
- Manages and maintains application and systems monitors in the production SaaS environment
- Assists in developing scripts for automation tasks and process improvement
- Assists in the implementation of new technical tools
9
Associate Technical Support Analyst Resume Examples & Samples
- (ITIL) Technical staff member with mainframe hardware/software system and troubleshooting skills and experience
- MS Office Proficiency
- Mainframe Batch Processing – Preferred
- Experience with BMC Remedy ticketing , Tivoli NetCool monitoring, and vSphere tools a plus
10
Associate Technical Support Resume Examples & Samples
- Provide coverage of Technical Support Helpdesk (Hotline, mail and web support)
- Provide pre- and post sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations
- Ensure timely resolution by supporting timely escalation of cases when appropriate to Tier in Technical Support and/or management
- Build relationships with customer base and become knowledgeable about the customer’s needs. Update the customer on the status of reported problems by providing communication with strong focus on customer service and solution quality
- Create, track and monitor Customer Relationship Management (CRM) records for all incoming support requests and update the CRM system with current information on the support case, related activities and resolution
- Maintain awareness of all products offered by Honeywell Scanning and Mobility
- Demo equipment: Ensure local test- and demo equipment is kept up-to-date, establish and support laboratory test systems
- Test New Product & Firmware (for self learning & occasional qualification testing)
- Provide product-related technical training and/or create training material
- Maintain & own test environment
- Troubleshoot product issues in the field when issues cannot be resolved remotely
- Work closely with the manager to ensure (s)he is made aware of any concerns or problems
- Fluency in English and Spanish written and verbal
- Experience with Microsoft Office (Word, Excel, Power Point, Visio, Project)
- Results orientated with strong analytical abilities
- Desirable experience with customer service
- Bachelor degree in Management, Computer Science or a technology related discipline
- Work experience in the AIDC industry
- Experience working with virtual teams
- Excellent interpersonal and verbal & written communication skills with the ability to present information clearly and concisely at all levels of the organization
- Experience with Salesforce.com & SharePoint
- Demonstrated experience with Knowledge Management & Call Center Management
- Ability to multi-task, prioritize work and manage multiple priorities in a high pressure environments
- Desirable experience with Windows Mobile and Android devices
11
Associate Technical Support Representative Resume Examples & Samples
- Create, edit, and remove access to several Expedia tools and applications
- Provide excellent customer service to the end users or managers that will be requesting access
- Respond to escalated requests within the established SLA
- Ensure that requests are complete and that all required approvals have been received and logged
- Help to identify the needs of the customer and troubleshoot issues if incomplete requests are received
- Adhere to security and audit requirements in the course of daily tasks
- Document account provisioning activities, which include ticketing tools and logging provisioning events
- Must be fluent in English – both written and verbal
- Detail Oriented, organized, and an ability to multi-task
- Excellent customer service skills (customer focused)
- Ability to work in a team environment (team player)
- Experience working within a ticketing tool (i.e. Service Now, Remedy, etc.)
- Knowledge of the Windows OS Enterprise environment, specifically Windows 7 and XP (MAC experience a plus)
- Familiarity with Active Directory and Exchange consoles
- Ability to follow established processes
- Must have excellent Problem solving skills and ability to work independently
- Working knowledge of basic office programs (excel, word, outlook)
- High School diploma or equivalent required; Bachelor’s or associate’s degree preferred
- 1-2 years experience in Customer Service required
- Prior work experience in IT Support preferred (Help desk, tech services, etc.)
- LI-LN1
12
Associate, Technical Support Resume Examples & Samples
- Perform daily tasks to support existing systems and fulfill ad-hoc requests for monitoring, reporting, projects, and emergency issues
- Provide technical support for ongoing administration, operations, automation, integration, performance analysis, and maintenance of systems
- Minimum one year of experience in an IT support role
13
Associate Technical Support Specialist Resume Examples & Samples
- Must exhibit excellent verbal and written communication skills and demonstrate a positive and professional image
- Must exhibit excellent troubleshooting/problem solving skills
- Must be PC literate, preferably with ERP experience
- Exhibits eagerness to assist internal and external customers
- Basic skills – possess these basic skills or have the aptitude and desire to learn – time management, project management, interpersonal relations, stress management, people management, conflict management, customer service, Windows, Microsoft Office Suite, JDE, and basic office equipment
- Functional skills – Ability to learn and use product knowledge, medical terminology, and high level of organizational and detail oriented skills
- Demonstrated ability to understand the mechanical and electrical systems of all Stryker Medical Products
14
Associate Technical Support Engineer Resume Examples & Samples
- Ability to navigate challenging situations in a professional manner
- 2+ years customer service experience
- BS Computer Science or equivalent degree
- Familiarity with SaaS solutions a plus
15
Associate Technical Support Engineer Resume Examples & Samples
- Contribute to, develop, and patch the various client and server-side frameworks related to the Red Hat Mobile Application Platform
- Use your deep software engineering experience to understand, troubleshoot, and debug customer's code to ensure they are able to get full value from the Red Hat Mobile solution
- Conduct advanced and complex software engineering tasks
- Own customer-facing support issues; support customers by responding within the designated service level agreement to incoming calls, as well as chat and web-based inquiries
- Work with customers and partners to deploy and use our solutions
- Maintain technical knowledge of all aspects of our technology and market
- Exceed customer expectations by providing outstanding customer service
- Systems coding skills in C/C++, Python, and Go
- Advanced analytical, troubleshooting, and debugging skills, with a passion for problem solving and investigation
- Experience with Java, Node.js, and related mobile technologies
- Ability to quickly learn new languages and technologies
- Ability to work on your own and as part of a team
- Outstanding written and verbal English communication skills; fluency in an additional language, especially Japanese or Spanish, is a plus
- Background in hybrid and JavaScript frameworks; experience in Apache Cordova, Appcelerator, Angular.js, etc. is an advantage
- Experience with Android SDK/Java and XCode/Objective-C; Windows phone experience is an advantage
- Knowledge of Openshift by Red HAt and experience with Docker, Kubernetes, and other container tools is a plus
- Linux-specific or relevant system administration experience, e.g. installation methods, networking, firewall, security, clustering, web servers, and databases
- Working knowledge of Git usage and workflows
- Open source software development experience with an active online presence and interest in community development
16
Associate Technical Support Engineer Resume Examples & Samples
- Troubleshoot problems related to authentication and authorization services
- Help customers configuring SSL/TLS, Java security managers, JAAS, and SSO using integration protocols like SPNEGO (Kerberos), SAML, etc
- Write test cases in Java for troubleshooting the security issues related to security
- Build in-house replication environments using various LDAP servers while writing test cases for SSL/TLS, configuring Kerberos and SAML, and similar setups to help customers resolve issues
- Learn new technologies; write and publish blogs, whitepapers, and knowledge base articles that push technical knowledge out to our customers and the community
- Provide a high-level of technical assistance to ensure that our customers get the most out of Red Hat JBoss Middleware solutions
- Offer developer-to-developer assistance for Red Hat JBoss Middleware
- Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware
- Ocassionally work on call hours or on weekends
- Solid debugging skills and a passion for problem solving and investigation
- A good understanding of web security fundamentals for securing hosts, networks, and applications
- Experience with cryptography, including PKI, SSL/TLS, and key management
- Experience with JAAS concepts to secure web and EJB applications
- Exposure to JDK utility keytool or OpenSSL
- Basic knowledge of SSO technologies like Kerberos and SAML
- A good understanding of concepts such as running applications under Java security manager
- Ability and willingness to learn new open source middleware technologies
- Clear and effective English communications skills; ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
- Knowledge of LDAP servers such as Windows Active Directory, OpenLdap, and RHDS (Red Hat Directory Server) is a plus
- Basic knowledge of Oauth and Web Services Security is an advantage
- Experience with applications and web server technologies like Red Hat JBoss Middleware, WebSphere, WebLogic, Tomcat, and Apache, IIS is a plus
- Experience with JavaEE and related server technologies such as JMS, Web Services, Servlets, JSP, JSF, JDBC/Datasource, Hibernate, Spring, etc. is an advantage
17
Associate Technical Support Engineer Resume Examples & Samples
- Resolve complex customer problems within general base operating system components (e.g., shells, system administration tools, email, web services, and more)
- Analyze upstream development against current customer reported defects and develop patches to resolve the issue
- Record customer interactions, including investigation, troubleshooting, and the resolution of issues
- Work closely with Red Hat's production support engineers, technical account managers, and development engineering
- Manage workload to ensure that all customer issues are handled and resolved in a timely manner
- Solid understanding of networking configuration (IP configuration, interface bonding, routing, firewalls, etc.)
- General understanding of all base packages included in the Red Hat Enterprise Linux (RHEL) distribution
- Knowledge of security mechanisms like SELinux and iptables
- Familiarity with authentication mechanisms including local files, NIS, LDAP, and Kerberos
- Development-level experience with C and familiarity with developing and applying patches
- Knowledge of development tools including the gdb debugger and revision control software (CVS, Subversion, and Git)
18
Associate Technical Support Engineer Resume Examples & Samples
- Provide technical support to Red Hat enterprise customers
- Consult with and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
- Contribute to the global Red Hat knowledge management system while working on customer issues
- 2+ years of Linux experience in the enterprise sector, with excellent administration skills
- Excellent troubleshooting skills and a passion for problem solving and investigation
19
Associate Technical Support Analyst Resume Examples & Samples
- Liaise with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource’s products and services
- Ability to work well as part of a team
- Has competency in a technical skillset, such as networking principles or coding
- Experience within an SaaS environment
20
Associate Technical Support Engineer Resume Examples & Samples
- Understand, interpret, reproduce, and diagnose customer problems
- Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations
- Work with Services and Engineering personnel to resolve product issues or escalating as necessary
- Author Knowledge Base Articles / Technical Notes
- File enhancement requests and work with product management to translate business needs to product requirements
- Meet individual case management, SLA, and C-Sat goals
- Experience providing direct support to external customers by phone, electronically, and face-to-face
- College Degree Preferred
21
Associate, Technical Support Resume Examples & Samples
- Monitors call center technology to ensure call plan is met. Monitors service levels to minimize handle time and abandoned calls
- Monitor list generation and extract processes to the dialer. Proactively notify marketing staff of success/failure of lists
- Monitors daily automated broadcast campaigns to ensure proper execution. Responsible for the coordination, configuration, execution, monitoring and reports of broadcast campaigns
- Provides oversight to system and acts as first tier support for problem resolution
- Prepares reports, maintains databases and stays abreast of call center platform upgrades
- Provide dialer configuration support as needed
- Monitors call traffic and routing. Perform testing as needed
- Provide productivity and service level updates as needed
22
Associate, Technical Support Resume Examples & Samples
- Serves as Tier 1/Tier 2 technical support resource in a fast-paced and rapidly changing environment
- Troubleshoots and resolves complex hardware and software issues
- Fields and evaluates customer requests for hardware and software purchases
- Recommends initiatives geared toward departmental process improvement
- Researches, tests and deploys software packages for firmwide use
- Provides end user training for computer hardware and software
- Manages stock of shared computing and audiovisual equipment
- Maintains installed audiovisual equipment, ensuring optimal operation of the environment
- Resolves issues related to remote access including VPN, Citrix, email, and network access
- Communicates with Network Operations and Development teams to escalate advanced issues
- Minimum 12 months of work experience in a technical support setting
- Experience supporting both PC and Mac workstations
- Current technical certifications issued by Microsoft, Cisco, CompTIA or similar
23
Associate Technical Support Resume Examples & Samples
- Must have a peripheral understanding of TMS processes, EXLM strategies, and basic JCL functional coding
- Must have good PC skills
- Must have ability to issue UNIX structured commands in order to query UNIX system
- Must be available for on call emergency support and off-shift overtime hours as necessary
24
Associate Technical Support Analyst Resume Examples & Samples
- Support and troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite and Outlook, OSX El Capitan, IOS, Android
- 2-4-year experience as technician supporting over 100 users
- Effectively manages difficult or volatile situations
- Effective problem solving
25
Associate Technical Support Engineer Resume Examples & Samples
- Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis
- Teach solutions to customers
- Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in case tracking system
- Work with members of other departments/teams to resolve product issues –escalating issues as necessary
- Meet individual case management, SLA, and C-Sat Goals
- 1-3 years’ customer service experience
- Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner
- Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally
- Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs
- Third level qualification preferably in IT
- Able to apply non-linear thinking to problem solving
- Familiarity with SaaS solutions is preferred
- Additional foreign languages (Spanish in particular) are a plus
26
Associate, Technical Support Resume Examples & Samples
- Deliver high-quality second-level service of the technology environment, Manage Service Now incidents, provide desktop services and asset management
- Provide intermediate-level network troubleshooting and services, and desktop/laptop troubleshooting and services
- Participate in the implementation of national IT projects in the local environment; participate in IT process development and documentation efforts
- Proactively communicate with customers, from analysis through resolution, to keep them informed of status; provide follow-up upon resolution to ensure customer satisfaction
- Apply working knowledge of internal client-specific applications to troubleshoot issues; test and deliver patches, product releases, and other firm-supported upgrades and enhancements; promote the utilization of existing and adoption of emerging technologies
- Minimum 1 to 3 years experience in Information systems supporting office technology and desktop support
- Bachelor’s degree from an accredited college/university or equivalent work experience
- Experience in diverse infrastructure technologies including desktop, applications, LAN, WAN and servers
- Ability to provide hands on and remote troubleshooting, support and resolution of technology issues across several offices in a geographic area
- Ability to travel and provide on-call coverage on nights and weekends, as needed
- Strong verbal/written communication, problem solving, organizational and independent judgment skills to support an environment driven by customer service and team work; ability to build productive relationships with peers
27
Associate Technical Support Resume Examples & Samples
- Must be a Graduate
- 2 years previous Technical Support Center experience required
- Knowledge of9:22 PMKnowledge of Installation/Deployment
28
Associate Technical Support Specialist Resume Examples & Samples
- Participate in on-call activities as scheduled; support a 24/7/365 contact center where off-hour, weekend and holiday coverage is required
- Follow all EHS rules and procedures applicable for your department. Report any EHS incidents, unsafe acts and conditions promptly to supervision
- Ability and aptitude to evaluate complex processes and apply critical-thinking to complete assignments
29
Associate, Technical Support Resume Examples & Samples
- Accepts support calls from stores, providing first level support and basic troubleshooting for hardware and software, printers and related peripherals
- Manages work order resolution through first call resolution per KPI standard
- Completes effective work orders timely and efficiently to provide the best troubleshooting results
- Upholds company policy and procedures
- Technology oriented with the ability to become proficient in trouble shooting hardware and software issues
- Ability to work independently, managing regular duties with minimal supervision
- Strong interpersonal skills with the ability to communicate effectively
30
Associate Technical Support Engineer Resume Examples & Samples
- Fluent in English, written and verbal
- Higher technical education
- Ability to problem solve and think analytically
- Experience working with the client, ideally providing technical assistance
31
Associate Technical Support Analyst Resume Examples & Samples
- Must have 2-5 years in a data processing Tape Operations environment
- Must have ability to work with little or no supervision
- Must use MVS, VM, TSO, JES commands, HSC commands
- Demonstrate the ability to pull and/or file a minimum of 250 tapes per hour and lift in excess of 30 pounds
32
Associate Technical Support Engineer Resume Examples & Samples
- Excellent communication skills (verbal and writing)
- Ability to multitask several issues and projects simultaneously
- Ability to mentor and Train others
- Ability to handle difficult Customers
- Ability to think outside the box and adjust to changes
- AA or BS (preferably in Information Systems) or 1 or more years in a Technical Support position
33
Associate Technical Support Specialist Resume Examples & Samples
- Strong customer-focus orientation and skillset
- Ability to assimilate complicated technical information
- Independent decision-making skills in critical, fast-paced settings
34
Associate Technical Support Resume Examples & Samples
- As needed escalates issues based on priority and escalation procedures
- Demonstrates and upholds company values and guiding principles
- Working computer proficiency in Microsoft Office products
- Ability to work flex schedule to meet business needs, including nights and weekends
- Excellent detail orientation
- Capability to multi-task efficiency and adapt to changing conditions in a fast paced business environment
- Proven track record of customer focused activity
35
Associate Technical Support Analyst Resume Examples & Samples
- Provides application support to external and internal customers over the phone, email, and web by identifying and resolving issues associated with software and hardware
- Coordinates issue escalation to other IT staff. Communicates progress and resolution status to IT staff and customers
- Documents procedures for special tasks such as installation of software and troubleshooting steps
- Keeps apprised of new technology
- Completes special projects or other tasks assigned in the agreed upon timeframe and quality manner
- Four-year college degree (preferred) or equivalent work experience
- Two or more years providing customer service and support for end user technology
- Experience in an educational setting is a plus
- Experience with Windows Operating Systems, Microsoft Office, Internet Explorer, Mozilla Firefox, and Google Chrome is required
- Experience with Macintosh Operating Systems, Safari, browser plug-ins, and personal security software is highly preferred
- Proficiency with using incident/issue management tools (PeopleSoft experience a plus)
- Must possess excellent oral and written communication skills and place a high degree of importance on developing and maintaining customer relationships
- Experience with remote management tools in the resolution of technical issues is a plus
- Proven ability to learn new technology quickly
- Ability to solve complex technical issues via phone, email, and web
- Ability to communicate technology solutions in a clear and concise manner
- Ability to solve issues within the context of the larger picture
- Must posses the ability to prioritize tasks, stay organized, and make details a high priority
- Ability to work on multiple tasks simultaneously, despite frequent interruptions
- Consistent, high-level demonstration of integrity and professionalism
- Includes frequent co-worker interaction and corresponding noise levels
36
Associate Technical Support Specialist Resume Examples & Samples
- Fluent in English, both verbal and written
- 2-4 years of relevant experience in one or more of the IT functions
- General understanding of commonly used IT technologies including PC support, Networking, Applications, Programming Languages, Databases, Server Technologies, etc is required
- Analytical and problem-solving skills
- Must be able to work effectively as part of a project team, foster team cooperation
- General Understanding of the project management process
- Stays current with rapidly changing technology and applies it to business needs
- Must be able to effectively communicate technical information to both technical and non-technical personnel
- Working towards professional certification as warranted
37
Associate Technical Support Technician Resume Examples & Samples
- Perform evaluation, testing, and repair of products in accordance with approved service manuals and other ResMed Quality System documentation. Ability to troubleshoot device failure to the sub-assembly level using service manuals and various test equipment (i.e., flow meter, manometer, digital voltage meter, etc.) and provide clearly written recommendations to customers regarding repair of their devices
- Provide regular and concise feedback to the Technical Service team related to daily shop status and problem/complaint trends
- Support other members of the Technical Staff on projects or support work
38
Senior Associate Technical Support Engineer Resume Examples & Samples
- Provide Support for partners and end customers via telephone, e-mail, and web
- Analyzes problems and identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
- Ensures escalations and handoffs are efficient by documenting cases clearly and completely
- Develop subject matter expertise and train/mentor others
- Travel to provide onsite support when needed
- Be able to work on a weekend rotation
- 2 or more years work experience supporting multi-layer networks
- Experience designing, configuring and troubleshooting Wireless LAN environments
39
Associate Technical Support Specialist Resume Examples & Samples
- 1 to 2+ years of general experience in one or more IT functions
- General understanding of commonly used IT technologies including PC support, Networking, Applications, Programming Languages, Databases, Server Technologies, etc. is required
- Must be able to work effectively as part of a project team, fostering team cooperation
40
Associate Technical Support Analyst Resume Examples & Samples
- Initiate implementations of digital enrollments for Visa client institutions and processors
- Work with clients to understand their token service set up requirements
- Manage routine token processing requests, as well as support client initiatives
- Prepare and maintain enrollment project plans, status reports, and issues logs
- Build and enhance positive working relationships with both clients and internal stakeholders
- Responsible for work flow assignments, including updating appropriate database
- Collaborate with internal resources to ensure delivery on commitments
- Report client project accomplishments and deliverables to management weekly
- Update and enhance internal support documents to assist internal and external stakeholders
- Experience in financial services, software or information services is a plus
- Proficient with MS Office (Excel, PowerPoint, Word, etc.)
- Time management, organization, and planning skills are essential
- Able to set priorities and manage client expectations
41
Associate Technical Support Engineer Resume Examples & Samples
- Understand and become conversant in a relatively large software application
- Understand how computers ‘think’
- Able to apply non-linear thinking to problem-solving
42
Graduate Opportunity Associate Technical Support Analyst SAS Research & Development Scotland Resume Examples & Samples
- Bachelor’s degree, preferably in Computer Science, Statistics, Mathematics, Management Information Systems, Engineering, Business, or other related quantitative field
- Strong analytical, technical and problem solving skills, geared towards reproduction, root cause analysis, and efficient resolution of problems
- Ability to communicate and present on complex issues to users from various technical backgrounds
- Willingness to travel up to 20% of the time as business needs dictate
- Strong written & verbal English language communication skills
- Positive mindset, to sustain a fruitful and trusting professional relationship with customers
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Associate Technical Support Specialist Resume Examples & Samples
- Performs vital data entry. Creates and responds to e-mails as defined by the workflow procedures
- Daily update of information received from Allsup (for claimants representing/not representing) should be entered in client's system. Ensures consistency between the Allsup system and client system
- Perform overpayment recovery services (ORS) administrative functions
- Identify viable SSDI claims and accept them accordingly
- Cultivates and maintains a professional rapport with clients and Allsup personnel
- Maintains strict confidentiality of claimant information, procedural manuals, client/prospect lists, information on new business ventures, and other confidential Allsup information
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Associate Technical Support Engineer Resume Examples & Samples
- Provide Technical Support for all Extreme Products
- Initial point of contact for customers wishing to log technical issues via phone, email, web or Self Service / Social portals
- Responsible for providing customer updates and status reports
- Ability to analyze, configure and troubleshoot large complex networks with mixed media and protocols
- Effectively utilizing lab setups to duplicate and resolve customer problems
- Basic analyze and evaluation of network traces with the corresponding protocols and operating systems
- Analyze and evaluate system messages (logs)
- Documentation of all troubleshooting steps and actions taken in the case tracking system
- Develop content and Utilise the solutions knowledge database in troubleshooting process
- Organization of equipment replacement (RMA) and Field Engineer Dispatches if required
- Technical escalation of cases in cooperation with the Escalation Support Engineer (ESE) Team
- Drive for continuous learning, results orientation and teamwork
- Performing other required activities for the completion and maintenance of daily operating cycle of the company
- 2-5 years working knowledge and certifications for Routing & Switching (Cisco, etc)
- Working knowledge of Wireless Networking
- Working knowledge of Ethernet, TCP/IP and SNMP
- Knowledge in Windows and UNIX OS
- Excellent English written, verbal communication, interpersonal and presentation skills
- Should be an excellent team player
- Proven planning, prioritization and organizing skills
- Ability to multitask several critical issues simultaneously
- Self-initiated and seek opportunities for excellence pro-actively
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Senior Associate Technical Support Engineer Resume Examples & Samples
- Provide technical support for all Extreme products
- Handle service requests (via phone, e-mail, and web) from external and internal customers
- Manage service requests through research, problem solving, replication, and escalation
- Update information repositories and knowledge base
- Assist customers with basic network configuration and product information
- Drive for continuous learning, results orientation, and teamwork
- Weekends and some travel (5%) required
- Able to troubleshoot networking problems and deliver solutions with a high level of customer satisfaction
- General knowledge of Ethernet, LAN/MAN/WAN networks
- Basic knowledge of the TCP/IP protocol
- 1 year experience working directly with customers in any industry
- Knowledge in Windows and Linux/UNIX
- Ability to utilize the scientific method to solve problems
- Active Cisco Certified Network Professional (CCNP)
- Experience developing KB solutions via a Knowledge-Centered Support (KCS) methodology
- Ability to deliver technical support via social-collaboration
- ENA, ENS, CCNA, CWNA or similar Technical Level of Certification
- 1 year experience working in a Call Center or Service Center
- General knowledge of any routing protocols concepts such as RIP, OSPF & BGP
- General knowledge of Wireless Networks and Security Protocols
- Familiarity with Windows Servers, with emphasis on Active Directory, IAS/NPS Radius, DHCP and DNS
- Familiarity with virtual machines & virtualization (VMware, Citrix, Red Hat, Microsoft)
- Excellent written, verbal communication, interpersonal and presentation skills
- Ability to function effectively in ambiguous circumstances
- Strong research skills, with emphasis on examining previous cases and solutions, then applying that knowledge to a current issue
- Excellent team player as well as being able to work independently
- Proven crisis management and leadership skills
- Self-motivated and seeks opportunities for excellence pro-actively
- Diploma or Graduation (preferably in Information Systems, Computer Science, or Computer Engineering)
- 2 or more years in a Technical Support position
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Associate Technical Support Engineer Resume Examples & Samples
- Schedule service visits for US and Canada Field Service Engineers per established Company guidelines and procedures
- Manage the scheduling of engineers to provide Preventative Maintenance to customer machines in agreed timeframes where they have Service Contracts in place
- Reassign work as needed, making judgments based on current workloads & priorities
- As the focal point for breakdown situations, you will be required to monitor for trends and escalate where required to ensure customer satisfaction is maintained
- As the focal point for scheduling all engineers time, you will be expected to maximise the benefit to the business and ensure effective utilization at all times
- Support incoming phone calls and emails for US and Canada; show a strong ability to follow internal company scripts, identify key details of the customer problems and provide effective technical support over the phone
- Communicate reoccurring field issues as well as provide ideas and recommendations to Service Manager regularly
- Provide daily updates on service visits, types of service being performed and locations
- Enter and close down all service jobs within (ISE) ensuring all actions are identified and then followed up in a timely manner
- Professionally field customer complaints and attempt to resolve, involving supervisor when necessary
- Timely document of all customer conversations and related activities in CRM system
- Occasionally travel and visit customers in both, Canada and the US, in order to understand market conditions, build up knowledge and improve customer relations
- Perform service calls in the field if increased emergency demand requires it
- In addition to the duties listed above, the position holder must carry out tasks assigned by their supervisor that are essentially related to their duties
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Senior Associate, Technical Support Resume Examples & Samples
- Serve as a senior team member/escalation point and may be conferred with as a subject matter authority by other IT personnel
- Help to make certain timely escalation of customer issues by assigning appropriate priority level, escalating as necessary to management contacts, and owning the issue through resolution
- Deliver high-quality second-level service of the technology environment, management of tickets, asset management, and desktop service
- Provide senior level service for any dispatched troubleshooting tickets, network troubleshooting, and telephony, as needed
- Oversee operating procedures, configurations, and documentation for local office hardware and software, adhering to national standards
- Promote the utilization of existing and adoption of emerging technologies
- Minimum three years of information systems experience supporting office technology and desktop support
- Bachelor's degree from an accredited college/university or equivalent work experience
- Experience in diverse infrastructure technologies including desktop, applications, LAN, WAN, and servers
- Ability to support client service professionals in various levels within the firm
- Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and team work; ability to positively influence, mentor and be a credible source of knowledge to less experienced team members
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Associate Technical Support Engineer Resume Examples & Samples
- Field group or direct emails and direct calls from customers
- Participate in customer chat sessions such as Google chat, Lync, etc
- Join conference calls as needed and directed by Customer, Enterprise Account Engineer or Support Management
- Availability to travel for onsite customer visits
- Administer, review, and peer-approve requests for change to customer environment
- Participate in Enterprise on-call rotation
- Maintain availability in Enterprise queue during shift
- Responsibility for assigned tickets based on customer skill proficiency routing
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Associate Technical Support Engineer Resume Examples & Samples
- Solid knowledge of the latest Server, Storage & Networking technologies and communication Protocols
- Deep understanding of Linux/Unix (LVM, NFS, iSCSI, IPtables, Cron, ext3, boot process)
- Experience with NAS/SAN technologies and protocols (iSCSI, NFS, CIFS)
- Excellent Understanding of networking concepts and topology (especially Subnets, routing, VLANs, basic to intermediate routing/switching). IP addressing and subneting, NAT concept, VLANs, Routing and Switching fundamentals, The TCP/IP and OSI models, LAN/WAN technologies
- Understanding of networking, Cisco CCNA preferred
- Understanding of virtualization concepts (XenServer, KVM, OpenStack, HyperV, VirtualBox)
- Basic to intermediate knowledge of Microsoft Windows
- Basic knowledge of Windows Operating System
- Basic understanding of Windows AD domain, DNS, DHCP, etc
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Associate Technical Support Engineer Resume Examples & Samples
- Work with Red Hat enterprise customers across the globe on a 24/7 basis
- Excellent troubleshooting skills, and a passion for problem-solving and investigation
- Willingness to work in shifts to provide 24/7 support
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Associate Technical Support Analyst Resume Examples & Samples
- Applies standard programming procedures and knowledge of pertinent functional areas
- Analyzes needs, designs, writes and tests new programs and applications
- Programs developed or modified are typically linked to several other programs; (i.e., the output of one becomes the input for another)
- Maintains and revises existing systems and provides technical assistance to users
- Works according to approved requirements and detailed specifications
- Applies judgment in devising program logic and selecting and adapting standard programming procedures; obtains advice when precedents are unclear or unavailable
- Develops, modifies and maintains assigned programs. Monitors the operation of assigned programs and responds to problems by diagnosing and correcting errors in logic and coding
- Carries out fact finding and program analysis of problems; applies established procedures to bring resolution
- Provides technical advice and support to users. This includes creating ad-hoc reports, data analysis and correction, training and problem solving
- May install, modify and maintain systems and utility software on server computer systems. Provides server support related to network software
- May work on more complex programs under the direction of higher level staff or supervisor
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Associate Technical Support Engineer Resume Examples & Samples
- Provide technical support and premium customer service to Red Hat enterprise clients
- Help address highly complex and critical issues
- Bachelor's degree or higher in computer science or a related technical field
- 2+ years of Linux or UNIX experience in the enterprise sector with excellent administration skills
- Excellent troubleshooting skills and passion for problem-solving and investigation
- Ability to work with conflicting priorities, take initiative, and maintain a focus on customers
- Ability to communicate clearly and concisely with customers with various levels of technical experience
- Good written and verbal English language skills
- Fluent language skills in Korean, Japanese or Cantonese are an advantage
- Red Hat Certified Engineer (RHCE), or a comparable combination of experience and qualification is a plus
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Associate Technical Support Engineer Resume Examples & Samples
- Guide the resolution of customer issues from initial contact to complete customer satisfaction
- Solve complex and sensitive support issues
- Work with customer associates and consultants, including business managers, project managers, software engineers, security analysts, data center engineers, and customer network operations center (NOC)
- Create knowledge base articles and technical notes
- Serve as the technical contact person for our Red Hat Platform solutions and Microsoft Azure
- Advocate for customer requests and offer innovative ideas to improve the quality of our solutions
- Manage assigned solutions and components by prioritizing issues for development teams
- Knowledge of many Linux distributions, primarily Red Hat Enterprise Linux (RHEL)
- Ability to easily set up replication scenarios for various customer issues; ability to identify patterns and understand the broader context
- Knowledge of enterprise datacenter operations
- Knowledge of Red Hat platform solutions
- Knowledge of Microsoft Azure is an advantage
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Associate Technical Support Representative Resume Examples & Samples
- Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
- Answer customer questions and inquiries across a variety of EBSCO products
- Perform problem determination / problem source identification to understand the root cause of a customer’s issue
- Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution
- Instruct clients with explanation of product features, installation, configuration, and deployment of product upgrades both verbally and in writing
- Communicate action plans to the client or EBSCO representative as appropriate
- Troubleshoot and resolve specific product related issues while maximizing customer satisfaction
- Identify opportunities to improve existing technical support tools, procedures, and processes
- Provide training to peers and mentor others on the team
- Conduct independent research in order to find solutions to customer problems
- Contributes to department attainment of organizational objectives and high client satisfaction
- Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
- Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction
- Fluency in Spanish
- Basic understanding of HTML, JavaScript, XML, and networking
- Strong working knowledge of MS Office Suite
- Strong organization skills a must
