Tier Support Resume Samples
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Tier Support Resume Samples
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AK
A Kihn
Aurelie
Kihn
3909 Eichmann Park
Boston
MA
+1 (555) 957 5542
3909 Eichmann Park
Boston
MA
Phone
p
+1 (555) 957 5542
Experience
Experience
Phoenix, AZ
Tier Support Analyst
Phoenix, AZ
Durgan-Sauer
Phoenix, AZ
Tier Support Analyst
- Performing management of paperwork & processes related to participant and member appeals
- Apply the technology thought leadership findings to constantly improve operations in a software development organization
- Provide Tier 3 product and operations support and assistance to our clients
- Provide training to client base to educate them on new products and to provide routine refresher programs on their existing products
- Intermediate working knowledge of networks
- Perform and assess operational and onboarding processes and recommend improvements
- Plan, prioritize, organize and complete work to meet established objectives
Dallas, TX
Tier Support Engineer
Dallas, TX
Mitchell LLC
Dallas, TX
Tier Support Engineer
- Provide Tier 2 level phone support duties when not performing onsite services
- Gain in-depth knowledge of the infrastructure and technologies that are present in the customer’s network profile; including their network topology,
- Take ownership of Tier 2 tickets that aren’t resolved in a timely fashion while working with the original assignee
- Provide engineer and end user training
- Provide support for Symmetry including all strategic 3rd party integrations (Intrusion, Intercom, IP Video)
- Develop test fixtures to carry out tasks associated with issues reported in a manner that will simulate the product's intended operating environment
- Provide Exceptional Customer Service at all times
present
Chicago, IL
Tier, Support Engineer
Chicago, IL
Gerlach Group
present
Chicago, IL
Tier, Support Engineer
present
- Equally effective working cooperatively on a team and independently
- Manage and contribute to the product knowledge base
- Create and deploy scripts to address conflicts between ad and site elements
- Provide support for the Sizmek MDX platform and Sizmek products
- Provide product information and guidance
- Performs additional duties as assigned
- Assist with internal training sessions on new products
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
The University of Texas at Austin
Bachelor’s Degree in Computer Science
Skills
Skills
- Thorough knowledge in IP, DNS, AD and firewall configuration
- In depth knowledge of IP Packet flow
- Excellent problem solving skills
- Basic IP/TCP protocols - ARP, ICMP, TCP, UDP, DNS, DHCP
- Excellent Customer handling and communication (verbal and written) skills
- Ability to execute with a sense of urgency
- Ability to communicate complex technical concepts effectively both orally and in writing
- Develop and maintain server configuration standards for assigned servers for tech support
- Respond positively when under pressure, multi-task and to deal with conflict / crisis (i.e. realize something is important or will quickly become critical) on large-scale products
- Conduct tests on new components, assemblies, and systems, based on written or oral procedures and instructions
15 Tier Support resume templates
Read our complete resume writing guides
1
Gran Tier Support Engineer Resume Examples & Samples
- Participate in GSM RAN troubleshooting, remote support and emergency recovery activities
- At least 5 year experience in Ericsson GSM RAN nodes (RBS, APZ, BSC)
- Able to analyze wireshark logs (desirable)
- RSG Coaching (optional)
2
Engineer Lead Tier Support Resume Examples & Samples
- Recommend, evaluate & document Operating System level standards, GPO requests
- Participate in defining new standard for desktops and laptops, to meet the business need
- Work with project managers on global projects with a focus on technical design, risk assessment, costs, timing and benefits
- Work with business subject matter experts and key stakeholders to successfully integrate their solutions and objectives on to our platform
- Understand project requirements and map it to technology deliverables
- Perform product assessment & document the findings and communicate to appropriate teams
- Bachelor degree or equivalent education / 5+ years work experience
- Significant (5+ years) prior experience of operating systems standards ( Windows XP, Windows 7), GPO’s, Registry Kernel level tweaks and similar platform technologies in a large-scale, complex, global environment, Experience of financial services industry would be a distinct advantage
- Heavily client focused and excellent teamworker
- Strong interpersonal, written and oral communication skills, Ability to actively listen and clearly communicate with other teams globally. Able to clearly articulate to technical and non-technical audiences alike
- Scripting experience in one or more scripting languages
- C, C++, VB.NET and/or C# development skills with some web services a plus
- Experience in any number of the following:- Understanding of ITIL methodologies
3
Application Analyst, Tier Support Resume Examples & Samples
- Provide application support to customers with a focus on building and maintaining a high level of customer trust and confidence
- Review customer submitted issues and work with them via email and phone to capture the additional information needed to analyze it
- Leverage Blackboard and customer documentation to determine how to best proceed with a given issue
- Work with other support departments to facilitate and resolve deep technical problems
- Manage customer’s expectations regarding the status of their ticket through regular communication via phone or e-mail
- Engage with the customer and other support team members to gain an understanding of the customer’s environment, contract and goals. Responsible for updating customer information as needed
- Spots opportunities to assist our customers to build stronger relationships with them
- Alert other customer teams when customers are planning significant changes such as upgrades or updates
- Closely collaborates with the sales, implementation and customer team members: assisting with identifying the need for additional solutions, managing customer relationships and executing implementation activities as needed
- Continuously assess and contribute to Blackboard’s Knowledge Management by identifying and/or creating knowledge base articles
- Focus on making Blackboard’s customers successful on an ongoing basis
- Inquisitive; continuous learner; resourceful
- Active listener
- Customer orientation – can build relationships
- Ability to communicate with all customer levels – technical and application
- Adaptable
4
Sapc Tier Support Engineer Resume Examples & Samples
- Work on Customer Service Request (CSR) to solve customer problems from their network, with quality and efficiency,
- Communicate with people from Customer Units to proceed with their request,
- Communicate with Product Development to make sure the product implementation/correction will fulfill the requirement, and contribute to product quality,
- Cooperate with global HUBs to secure follow-the-sun cases,
- Work on customer projects on-site or remotely to help region success
- Good knowledge in Linux and Unix
- Good knowledge in EPC system architecture
- Radio competence
- Network Integration and Verification
- 1~2 years working experiences in PCRF is preferred
- GPRS/EPC/PCRF customer support experiences is preferred
5
Manager, Business Intelligence Tier Support Resume Examples & Samples
- Collaboratively work closely with our Disaster Recovery Team, Testing Team and Production Support Team that are all involved with the Teradata environments and numerous databases
- Involved with ensuring the health and usage of Teradata to ensure integrity and company compliancy
- Raise the quality and value of operations and support services by utilizing improved reporting of statistics, metrics, and benchmark comparisons for major BI Tier1 functions and services
- Work closely with BI Operations Manager and internal/external vendors
- Monitoring of SLAs ensuring compliancy
- Monitor Disaster Recovery is in sync with Production
- Involved with Change Management of Deployment of any changes on the Teradata Platform
- Familiar with Service Now
- Compliant with Internal Audit requirements/controls are clearly defined, understood, implemented within the team
- Research new technologies/processes
- Overseeing Teradata Managed Services team
- Coordinate shift and on-call resources & ensure adequate 24/7 support
- Prioritize and schedule work within the teams
- Bachelor’s degree in Computer Science, Management Information Systems, or equivalent education and experience
- 8+ years’ experience in supporting a high-performance, cross-functional IT Operations team in multiple locations and time zones
- Good public speaking and presentation skills
- Ability to pay attention to details and be organized
- Ability to project a professional image over the phone and in person
- Commitment to “internal client” and customer service principles
- Ability to handle multiple tasks in a fast paced environment
- Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast paced environment
- Must have legal right to work in the U.S
- Extensive knowledge of Data warehouse/ETL processes and underlying infrastructure (Teradata, Informatica, SSIS, GoldenGate)
- Good knowledge of Marketing & Reporting technologies & processes (Teradata Relationship Manager, Cognos, Qlikview)
- Strong SQL/Analytics skills
- Incident & Problem Management process experience
- IT Change Management process experience
- Strong Process Automation knowledge (i.e., Batch Processing)
6
Tier Support Analyst Resume Examples & Samples
- Enterprise customer service & support for the Limeade SaaS Platform
- Troubleshoot escalated user technical issues from the Tier 1 support team. Resolution may require analysis of excel and CSV files, analysis of data queried from our database, and insights gathered from data from our various support systems
- Escalated support requests from our direct customers – which include sensitive and delicate communication skills
- Liaison directly with our Product and Development teams to resolve issues
- A strong understanding of technical and usability logic within a software or SaaS platform
- A general understanding of overall software and SaaS architecture – from the application layer to the storage layer and everything in between
- Intermediate working knowledge of networks
- Intermediate working knowledge of email systems such as Exchange and Gmail
- Basic to intermediate working knowledge of SQL Database architectures
- Basic to intermediate working knowledge of HIPAA, PHI, and PII compliance regulations
- Performing management of paperwork & processes related to participant and member appeals
- Work with the larger team to develop scalable processes that allow Limeade to service users better and faster
- Assist in maintain a knowledgebase system
7
Tier, Support Engineer Resume Examples & Samples
- Monitors and maintains support queue
- Create Microsoft SCCM packages and implement changes to standard desktops as needed
- Research, design and implement new technologies
- Analyzes and troubleshoots technical issues for supported applications
- Maintains knowledgebase of application issues
- Performs additional duties as assigned
- High School Diploma/G.E.D required; Bachelor's degree preferred
- Able to adjust readily to change and adapt as needed
- Able to analyze and resolve complex issues and problems in a sound and timely fashion
- Able to identify needs and opportunities and develop action plans to address
- Able to quickly learn new systems and technology
- Able to serve as a resource to others in the resolution of complex problems and issues
- Able to troubleshoot system-related problems
- Able to constructively work under stress and pressure when faced with high workloads and deadlines
- Able to express ideas clearly and convey necessary information
- Microsoft Windows 10 knowledge
- Microsoft Office including Access VB.Net Transact SQL (T-SQL) Visual Basic 6 and VBA
8
Tier Support Analyst Resume Examples & Samples
- Handle Tier-1 service issues from clients. (Service requests may be received via phone, email or chat feature)
- Escalate issues as necessary
- Open and close service tickets using Salesforce.com
- Provide training to client base to educate them on new products and to provide routine refresher programs on their existing products
- Strong customer service orientation with a “can do” attitude
- Excellent communication skills to interact with customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service
- Follow-up skills to effectively handle and prioritize concurrent service issues
- Organization skills to be able to handle multiple activities simultaneously
- Detail oriented to ensure all client set up requirements are executed accurately and service tickets are completed in full
- Aptitude for new technology learning
- Independent thinking and problem resolution
- Proven problem solving skills with an emphasis on quick problem resolution
- Minimum one year of experience in a customer service environment utilizing phone, web, chat and email communication methods
- Knowledge of MS Office products: Word, Power Point and Excel
- Knowledge of client and server operating systems, and machine architectures in a Windows environment
- Adobe Acrobat experience is desired
- HTML experience is desired
- Knowledge of programming skills is a plus
9
Tier, Support Engineer Resume Examples & Samples
- Act as the first escalation point for support tickets from the Customer Service group
- Troubleshoot support tickets by examining system activity and log files
- Implement product enhancements needed to serve customer needs
- Participate in off-hours support rotation
- Reproduce and resolve complex technical issues in a timely manner
- Create knowledge base solutions on key customer topics
- Interact with customers to resolve concerns
- Work as part of a larger engineering group that integrates weather and flight data
- At least 2 years of recent software development experience
- Expertise with one or more of the following: C#, Java, SQL Server, AWS
- Client requirement gathering, prioritization and scoping experience
- Strong oral communication skills in English; Secondary languages a plus
- Excellent problem-solving and organizational skills
- Bachelor's degree in Computer Science, Engineering or related field, or equivalent experience
- Aviation or weather background
- Web Application development and debugging knowledge
- Cloud deployments
10
Tier Support Desk Analyst Resume Examples & Samples
- Support Tier 2 techs and special requests from IT leadership or the business
- Troubleshooting exceptional issues (eg, no process, no clear process owner)
- Support MDM
- Support for iOS devices
- Additional support for Exchange and Outlook
- Additional support for other applications and technologies as needed
- Coordinating support with other teams
- Producing troubleshooting and support documentation
- Maintenance and updates for intranet pages via SiteCore
- Assist with PC device testing to support PC lifecycle and deployments as needed
- Assist with application testing as needed as part of larger projects/initiatives
- Exchange Server 2-4 Years
- HTML Editing 0-1 Years
- IOS 2-4 Years
- Outlook 2-4 Years
- ServiceNow 2-4 Years
- Strong communication skills 2-4 Years
- Systems Documentation 2-4 Years
- Training Documentation 2-4 Years
- Troubleshooting 2-4 Years
- VPN 2-4 Years
11
Tier Support Analyst Resume Examples & Samples
- Provide Tier 3 product and operations support and assistance to our clients
- Collaborates with Tier 2 and development engineering teams to resolve complex issues
- Act as a technical resource to others to resolve problems, issues and errors
- Plan, prioritize, organize and complete work to meet established objectives
- Create accurate documentation on all incidents
- Complete updates to incident management tracking tool per defined timeframes
- Mentors other
- 3+ years of experience in a technical support role
- Experience with providing support for enterprise software applications
- 3+ years of experience in Information Technology
- Service Now ticketing tool knowledge
12
Manager, Business Intelligence Tier Support Resume Examples & Samples
- Bachelor's degree in Computer Science, Management Information Systems, or equivalent education and experience
- 8+ years' experience in supporting a high-performance, cross-functional IT Operations team in multiple locations and time zones
- Commitment to "internal client" and customer service principles
13
Tier Support Analyst Resume Examples & Samples
- Support software and cloud solutions utilized by Videa’s Tier 1 Support Team
- Investigate and resolve 2nd level support incidents that are beyond the scope of Level 1 support
- Accurately document all service request details within CRM and bug tracking systems
- Track, manage, and resolve technical issues encountered with the Videa solution
- Monitor application dashboards to ensure peak performance within the Videa application system
- Troubleshoot issues in all software environments to isolate problems, identify performance issues, etc
- Engage Cox helpdesk, CMG Technology, and other Cox personnel for assistance as required and track issues to resolution
- Coordinate cross functional remediation efforts
- Assist with coordinating the timing of system upgrades and maintenance with Videa’s Operations Team
- Document FAQ’s and known problems within the Videa Knowledgebase application
- Constantly evaluate Videa Tech Ops’ processes and procedures and recommend change to increase operational efficiency
- Perform and assess operational and onboarding processes and recommend improvements
- In the early days of the company the expectation is that every technical team member will wear whatever hat is needed at a particular time. This means individuals aiding any part of the technical team in whatever capacity as appropriate for their skillset
- Maintain knowledge of technology trends, standards, and methodologies
- Apply the technology thought leadership findings to constantly improve operations in a software development organization
14
Sipr Tier Support Resume Examples & Samples
- Manage and maintain Storage and Virtual server environments
- Manages the functionality and efficiency of a group of computers running on one or more operating systems
- Maintains the integrity and security of servers and systems
- Sets up administrator and service accounts
- Maintains system documentation
- Interacts with users and evaluates vendor products
- Makes recommendations to purchase hardware and software; coordinates installation and provides backup recovery
- Develops and monitors policies and standards for allocation related to the use of computing resources
- Develops and implements testing strategies and document results
- Provides advice and training to end-users
- Provides guidance and work leadership to less-experienced staff members
- Maintains current knowledge of relevant technologies as assigned
- Participates in special projects as required
- Must possess a Secret Security Clearance and be capable of obtaining and maintaining a TS/SCI Clearance
- Must be able to achieve Security+ CE Certification (or equivalent) within 90 days of hire for positions requiring elevated privileges and ITIL V3 Foundation within six months of hire
- Additional specific certifications may be required
- This position may be required to complete short-term deployments to austere locations worldwide
- 5-8 years of directly related experience in systems administration and analysis
15
Assoc Tier, Support Engineer Resume Examples & Samples
- Handles incoming support requests
- Monitors support queue
- Updates knowledgebase of application issues
- Communicates with users to resolve issues
- Assists with new solution and/or r fixes to existing applications
- Participates in scoping and new development planning as a representative of the support organization
- Escalates issues to development team
- Assists new team members
- 0-3 years work experience
16
Tier Support Analyst Resume Examples & Samples
- Provide Tier-1 customer support for our suite of products and services. (Service requests may be received via phone, email or chat feature
- Provide escalations on issues as necessary
- Manage service tickets using Salesforce.com
- Provide training to client base and educate them on new products
17
Tier, Support Engineer Resume Examples & Samples
- IT background – approx.. 2 years of experience in server admin or network admin support or working on desktops for customers
- 1 year of experience in working as support technician including answering calls from customers,
- Ability to work with business customers – client engagement skills are required for this role
- Experience in supporting McAfee specific products
- Experience in PC security
18
IT Help Desk Tier, Support Analyst Resume Examples & Samples
- Five (5) years of experience supporting Network
- Five (5) years of experience Windows, UNIX, and/or Linux environments
- Cisco routing and advanced switching experience
- Experience with VSphere Virtual environment management and configuration
- CompTIA A+; Network+ or Security +
- TS/SCI w/CI Polygraph
19
Tier Support Analyst Resume Examples & Samples
- Excellent analytical, troubleshooting, and research skills with performance issues in production and development environments
- Technical knowledge and understanding of highly available internal and external facing technology solutions utilizing company owned datacenters as well as cloud hosting offerings
- Experience monitoring critical system performance
- Ability to quickly become proficient with utility and commercial software (e.g. – Wireshark, Aspera, SAS, etc.) and cloud based solutions (e.g. – SalesForce.com, Azure, Amazon Web Services, etc.)
- Basic knowledge of network computing, information system security, DNS, IT best practices, etc
- Experience troubleshooting database solutions running on Microsoft SQL Server and PostgreSQL
- Intermediate knowledge of development life cycle
20
Tier Support Analyst Resume Examples & Samples
- Monthly and emergency end point patching, including the OS and select third party applications
- Involvement in extended projects over the course of several months
- Day to day maintenance of the SCCM 2007 and SCCM 2012 environments
- Troubleshooting and resolution of tier 2 SCCM endpoint issues
- Monthly on-call rotation will be mandatory
21
IT Tier, Support Analyst Resume Examples & Samples
- Cisco routing and advanced switching minimum
- Experience with NetApp storage management and configuration
- Experience with Server and Cisco Unified Computing System (UCS) management and configuration
- Experience with VSphere Virtual environment management and configuration
- TS/SCI w/CI Polygraph
22
Tier Support Engineer Resume Examples & Samples
- Provide Exceptional Customer Service at all times
- Provide support for Symmetry including all strategic 3rd party integrations (Intrusion, Intercom, IP Video)
- Prepare documentation for Tier 3 services rendered. (All requirements are software and hardware support program related)
- Provide Tier 2 level phone support duties when not performing onsite services
- Take ownership of Tier 2 tickets that aren’t resolved in a timely fashion while working with the original assignee
- Travel to customer sites as necessary to test, troubleshoot and resolve product problems
- Prepare technical onsite trip reports for all services rendered when travel has become necessary
- Work closely with Technical Services, Hardware and Software Engineers to gain competence in the product’s operational characteristics
- Support other departments in need of Technical Services such as Engineering, Sales staff and development when necessary
- Develop test fixtures to carry out tasks associated with issues reported in a manner that will simulate the product's intended operating environment
- Respond positively when under pressure, multi-task and to deal with conflict / crisis (i.e. realize something is important or will quickly become critical) on large-scale products
- Conduct tests on new components, assemblies, and systems, based on written or oral procedures and instructions
- Support any department in need of technical support such as Engineering, Customer service, Reliability and Maintainability, MIS and Quality engineering as appropriate
- Maintenance of tech support hardware systems (servers, hubs, switches, routers)
- Installation, upgrade, support of systems hardware and software and server/network problem identification and resolution
- Maintenance of tech support software systems including Windows Server, Terminal services, Virtual Machines
- Thorough knowledge in IP, DNS, AD and firewall configuration
- Serve as a senior LAN Administrator to identify, design, implement and plan network, hardware and software needs
- Design networks, optimize LAN performance and resolve connectivity issues, including LAN/WAN connectivity issues as needed to technical support hardware
- Develop and maintain server configuration standards for assigned servers for tech support
- Must possess an Exceptional Customer Service attitude
- Bachelor's degree in computer science, specialized computer systems training, or work equivalent
- Knowledge of tools of the trade i.e. Multimeters, Oscilloscopes, Software utilities, and Microsoft diagnostic software Analyzers
- Strong knowledge of SQL and information security disciplines
- Comprehensive understanding of Microsoft client and server operating systems, Microsoft Cluster software, NEC Express Cluster, and associated installation, configuration, support and management best practices preferred
- Strong organizational, analytical, and interpersonal skills
- Ability to communicate complex technical concepts effectively both orally and in writing
- Ability to execute with a sense of urgency
- Provide expertise regarding personal computer hardware and software, network hardware (file server, NIC, cabling), network operating systems (e.g. Windows server 2008, 2003, etc.) and Windows XP and later
- Experience in dealing with PC hardware and software manufacturers and dealers and possess the ability to plan and direct the growth and expansion of PC networks, both wide area and local to train new users concerning LAN/WAN networks
- Certified Information Systems Security Professional (CISSP) or other industry certification preferred
- Some field service of Access Control / Video systems preferred
23
Tier, Support Engineer Resume Examples & Samples
- Troubleshoot and resolve technical issues related to ad serving
- Investigate and resolve analytics discrepancies between Sizmek and publishers
- Manage and contribute to the product knowledge base
- Contribute to the documentation and refinement of internal processes
- Be a knowledge source and assist with internal training on the Sizmek products
- Act as a liaison between the engineering and client-facing departments
- Multi-task effectively to serve client needs quickly and efficiently
- Experience with other ad serving systems and technologies and 3rd party code implementation
- Experience in Mobile advertising
- Familiarity with primary ad servers such as Dart and Atlas
- Familiarity with online advertising
- Server-side development familiarity or experience
24
Tier Support Analyst Resume Examples & Samples
- Excellent analytical, troubleshooting, and research skills with application issues in production and development environments
- Technical knowledge and understanding cloud based solutions (e.g. SaaS, IaaS and AWS)
- Experience monitoring and analyzing application logs
- Basic knowledge of network computing, information system security, DNS, IT best practices is a plus
- Experience troubleshooting database records issues using Microsoft SQL Server and PostgreSQL queries
- Intermediate knowledge of SDLC and agile methodology
25
Cndsp Tier Support Resume Examples & Samples
- Previous experience working with CNDS providers or working in a CNDSP
- Technical understanding in some of the following areas: network communication using TCP/IP protocols, basic system administration, basic understanding of malware (malware communication installation, or malware types), or intermediate knowledge of computer network defense operations (proxy, firewall, IDS/IPS, router/switch, or open source information collection)
- Experience in an Operations Center providing Senior Leaders specified reports based on information received from supporting units
- Have working knowledge of threat and vulnerability analysis, routing protocols, routing, intrusion detection systems, intrusion protection systems, Domain Name Service, or network traffic analysis
- Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education, with 9 years of professional experience; or 7 years of professional experience with a related Master’s degree
- Certified Ethical Hacker
- Security+
- DoD 8570 Requirements - ITIL v3 Foundation certified
- Critical/logical thinking skills
- Experience working with the Intelligence Community and priority intelligence requirements
- Advanced communications and presentations skills (verbal and written) enabling precise conveyance of information across all CC/S/A/FA with command and proper enunciation of the English language
- Strong interpersonal, organizational and critical thinking/problem solving skills
- Flexible, dependable and be able to multi-task with priorities
- Excellent customer service skills
26
Senior Tier Support Engineer Resume Examples & Samples
- Independently troubleshoot customer issues (ESRs), research solutions, and resolve complex problems by analyzing product & systemic issues (Network, OS, database SQL Server) to identify root cause of problems and determine corrective actions
- Work as a liaison & drive communication internally between T2 Support, engineering & product management to resolve customer issues to ensure customer satisfaction
- Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously
- A minimum of three year’s commercial experience working with complex products and troubleshooting
- Good understanding of web markup, including XML, HTML, JavaScript
27
Tier Support Engineer Resume Examples & Samples
- Provide recommendation, feedback on design change / feature for product supportability to ensure that product meets customer requirements and document the same
- Prepare & maintain knowledge base articles for known issues & work around
- Willingness to “go the extra mile” to get the job done within SLAs and customer commitments, provide mentoring and training for new employees and work cross functionally as a team member
- Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature
- On call duty to provide out of hours support on a rota basis
- Occasionally visit customer sites
- SCQF Level 8 or above qualification in a computer science/software related discipline or equivalent
- A degree or post graduate qualification in Computer Science / Software Engineering or equivalent
- Good Understanding of Java, J2EE, Weblogic, JMS, web server
- Working experience / knowledge of applets would be great
- Working experience / knowledge in EXT-JS preferred
28
Tier Support Technician Resume Examples & Samples
- The Tier 1 Technical Support Specialist will interact with security sales and installation personnel via telephone and email to assist with the troubleshooting of exacqVision hardware and software
- Receive and support incoming post sales and installation inquiries via telephone and email
- Support customers within the Tier 1 guidelines
- Document all incoming inquiries
- Escalate inquiries outside guidelines to Tier 2, or appropriate person
- Experience with MS Windows, and PC Platform
- Ability to calmly and concisely communicate with customers
- Experience with digital video capture, compression, or streaming
- Experience with speaking and solving problems over the phone
- Experience with CCTV security video systems
- Other relevant job experience
29
Tier, Support Engineer Resume Examples & Samples
- 2nd Tier Support, which includes
- Resolving problems and simulate complex configuration and software problems
- Define an action plan for problem resolution, involve R&D when required
- Analyze recurring issues and maintain an open channel with the R&D and Product teams for improving the product
- Understand partners' needs and provide fixes and workarounds in order to ensure smooth operation
- Excellent troubleshooting, problem solving and analytical skills
- Experience working in a dynamic and challenging environment
- Experience as working as part of an out of hours on call support team
- Ability to multi-task without compromising quality
- Ability to self-document and work in an orderly manner
- Experience with Ad Tech and ad serving troubleshooting
- Knowledge of web debugging proxy tools and browsers’ developer tools
- Knowledge of SQL scripts
- Familiar with Programing (advantage: Java Script), CSS, HTML
- Experience on online application support experience
- Computer Science Students or equivalent experience
30
Tier, Support Analyst Resume Examples & Samples
- Basic Windows Server administration skills
- Basic Linux server administration (Red Hat Enterprise Linux) skills
- Application development experience (such as Perl, Java, HTML, and Wiki Markup)
- Scripting/programming background
- Some exposure to UNIX/Linux command line
- Some exposure to Windows Server and Active Directory administration tasks
31
Tier Support Engineer Resume Examples & Samples
- Find solutions for client incidents through the use of internal tools, code reviews and interaction with internal technical teams and engineers
- Deep review and assessment of associated tasks, code, underlying databases and components for each incoming client incident
- Monitor application and feed processing tools and respond and escalate failures
- Trend analysis to identify patterns or repeat incidents on high volume of incidents
- Ensure software releases are production ready by collaborating with software engineers and product owners to create, update and maintain proper documentation on initial and subsequent releases
- Continuously drive service quality improvements by undertaking thorough root cause analysis and leading corrective actions directly and as part of the release cycle
- Manage third party data vendor escalations and updates via phone and email interactions
- Maintain an accurate record of activities using JIRA; ensuring detailed and accurate entries
- Minimum two years of professional troubleshooting experience
- Proven technical ability in solving problems with both hardware and software. Experience in several of the following areas: ASP.Net, C#, Javascript, Networking (IP, routers/firewalls), SQL, relational databases, HTML
- Excellent understanding of the technical fundamentals of the Internet
- Background in the financial markets is a plus, especially exposure to the wide range of tradable instruments outside of common stocks
- Experience communicating with clients on production incidents
- Incident Management experience in technical or web hosting environment preferred
- Working knowledge of monitoring platforms and applications preferred
- Familiarity with ITIL preferred
- Ability to be data oriented and analytical in tasks
32
Help Desk Tier Support Resume Examples & Samples
- US citizenship and an Active TS/SCI Clearance required. Candidate will also be required to successfully complete a CI Polygraph if needed
- 2+ years of Service Desk Agent experience
- 5+ years of experience with working in an IT service desk
- Experience with DoD IT security requirements
- BA or BS degree
- ITIL Foundations Certification
33
Tier Support Engineer Resume Examples & Samples
- Lead and Drive Troubleshooting on Customer reported issues
- Isolate Product issue at hardware/software level , replicate customer environments in lab , own and document communication among customers,
- Excellent Customer handling and communication (verbal and written) skills
- 2+ years extensive JUNOS experience OR
- 3+ years’ experience in Troubleshooting large service Provider networks
34
Tier Support Engineer Resume Examples & Samples
- 1-4 years of experience with customer support organizations
- Experience with issues life-cycle tools
- Experience with support debugging tools – Required Logs reading
- High Level of English communication skills [writing & talking]
- Admin level experience with Unix / Linux platforms
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Tier Support Engineer Resume Examples & Samples
- To provide oral and written responses to technical enquiries
- To provide product training to installers \ distributors \ Customers
- To provide 3rd line technical support to Customers related to commissioning, training and fault finding
- To be able to recreate field reported problems to enable the development department to correct the fault
- To provide an on-site capability to commission, train and diagnose system faults
- To provide timely and accurate responses to customer related issues
- To represent AMAG in a customer facing role regarding problems
- To make presentations of product related functionality to other team members, departments and customers
- Understand the impact and importance of a customer issue and relay clear concise information to the post development support team
- Repeat problems that have been reported from other departments, customers and distributors
- Provide engineer and end user training
- Liaising with customers with regard to implementation issues specifically related to customer IT platforms
- To participate, as required, in the company's Quality program
- Occasional travel often at short notice with periods of travel up to 2 weeks in duration
- Degree level education or equivalent in computing or electronics/computing
- Experience with working in a similar role desirable
- Needs to be customer facing and have the ability to engage and communicate with customer contacts with a high level of IT understanding
- Must be able to work on own and in a team environment with good time management skills and the ability to meet project deadlines
- Ability to write clear, well structured reports and instructions
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Analyst, Tier, Support Resume Examples & Samples
- Prepare/maintain internal documentation of reports and procedures for troubleshooting custom design processes and production support
- Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information to a general understanding, and distinguish user requests from the underlying problem
- Escalate global issues to established escalation path and support structure and provide timely updates to global outages
- Develop and maintain queries using SQL
- Use technical skill to troubleshoot production problems
- Review technical designs as well as functional specifications
- Participate in functional specification and technical design reviews, provide feedback/recommendations as appropriate and necessary, highlighting potential operational impacts and workflow improvement opportunities
- Act as subject matter expertise in the following areas: Payroll, Taxes/Compliance, Benefits/COBRA Administration, FSA Administration, Compensation, Human Resources, Accounts Payable, General Ledger, Accounts Receivable, Asset management, and CRM
- Learn and continue to gain business operations knowledge
- Provide assistance to less experienced team members on production support issues
- Document issues and work with other functional groups to develop updated processes and workarounds
- Effectively communicate with off-shore team
- Experience in supporting the applicable TriNet environments including SPL, 4GL, ASP, HTML, Jaspersoft, VI, PeopleCode, Application Engine, Application Designer, and COBOL
- Ability to multi-task in a fast-paced constantly evolving workplace
- In-depth knowledge of PEO/HRO industry preferred
- Ability to provide onsite and/or on call support in a professional and business-like manner
- Demonstrated ability aptitude in logical and analytical thinking, as well as display strong problem solving skills with experience in using diagnostic tools
- Strong Interpersonal skills
- Strong written and communication skills, including the ability to effectively interact with business partners and internal team members
- Proficient in Microsoft Office Suite, MS Project, Jira, Confluence, SQL
- Minimal travel (0%-5%) required
- May provide 24/7 on-call rotational support of critical business applications as scheduled and required
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Alma Tier Support Analyst Resume Examples & Samples
- Provides proactive and seamless customer support and maintains a professional demeanor
- Trains customers on products as needed and attends customer conferences and meetings as directed
- Visits customer sites as needed and performs customer care calls to maintain high level of engagement
- Works with members of the Support Team as well as other internal stakeholders to troubleshoot Support Incidents, answer questions, and produce project deliverables
- Partners with the Development team by keeping abreast of customer issues and meetings, reporting any product bugs, coordinating and facilitating customer feedback for urgent issues, and monitoring new releases issues
- Manages personal queue of Support Incidents according to response level guidelines and escalates issues as needed
- Answers and directs phone calls during assigned phone shifts
- Remains on-call during off-hours to assist the 24x7 Hub system with down reports in the Global Support organization
- Maintains documentation on processes used to perform job and creates knowledgebase articles
- Stays current on all functional aspects of supported products and trains other employees as needed
- Bachelor’s degree in Library or Information Science, Computer Science, or equivalent combination of education and experience
- Minimum of 2-4 years’ experience in either software customer support, implementation or development or library resource management services
- Strong analytical skills (e.g. system analysis, troubleshooting, debugging code, etc.)
- High level of learning agility, with ability to self-learn, comprehend and explain complex product functionality and value proposition
- Ability to build relationships and work effectively across geographies
- Strong interpersonal skills, with ability to enthusiastically and professionally interact with a diverse blend of personalities
- Ability to maintain productivity while working independently and as part of a collaborative team
- Ability to participate in phone support shifts between 7:00 am to 6:00 pm Central
- Master’s degree in Library or Information Science, Computer Science, or equivalent
- Working knowledge of Database SQL languages such as Oracle
- Strong technical skills with information services (e.g. SQL, XML’s, networking)
- Flexible and adaptable to changing market and business conditions
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Tier, Support Engineer Resume Examples & Samples
- Experience with ad serving systems and 3rd party code implementation
- Ability to understand and modify SQL queries
- Any offer of employment is conditioned upon satisfactory completion of a background verification*
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Help Desk Tier Support Resume Examples & Samples
- Proficiency in English and Spanish
- BIOS experience
- 3+ years’ experience IT Admin or computer engineering work
- Expert level knowledge of current Windows Client based Operating Systems (Win 7/10)
- Understanding of HW/BIOS/Driver/Firmware/OS relationships
- Excellent understanding of Microsoft Windows OS imaging & deployment tools
- Achievement Oriented –takes initiative, persists at tasks and pursues completion of objectives
- Adaptability – changes behavioral style or method of approach when necessary to achieve a goal, adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives
- Communication – takes the initiative to communicate accurate, up to date plans and information to clients, peers and management. Expresses thoughts clearly, both verbally and in writing. Listens and understands the views of others. Effectively transfers thoughts and expresses ideas orally in individual or group situations
- Customer Focus – makes customers and their needs a primary focus of one’s actions. Develops and sustains productive customer relationships. Talks to customers to find out what their needs are and how satisfied they are with the service
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Global Tier, Support Engineer Resume Examples & Samples
- Strong knowledge of and hands-on experience with the Microsoft stack of products including Active Directory, SQL, IIS, Sharepoint
- Strong knowledge of common technologies, including web servers, databases, routers, switches
- An end to end solution mindset, not task oriented
- Emotional maturity. Leave your ego at the door. Be proud about your expertise but be humble
- A great collaborator. Love interacting with the software engineers. Love interaction with people. Be comfortable giving demos. Enjoy working directly with testers and product owners
- Team player with the ability to work well with a wide variety of personalities. Willingness to teach others best practices and knowledge sharing/transfer
- Strong verbal and written communication, interpersonal skills along with high sense of ownership
- Strong organizational and troubleshooting skills
- Exceptional client service orientation
- Mentoring and knowledge sharing with team members
- An optimist
- Office 365 support
- Hands on experience troubleshooting LAN / WAN issues, TCP/IP, DNS,SNMP, SMTP, FTP & Packet Capture
- Basic telecommunication troubleshooting VOIP and working with Telco Carriers
- AWS and Azure
- Previous experience working with developers troubleshooting issues in an agile environment
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Desktop Imaging, Patching & Tier, Support Resume Examples & Samples
- Provision desktop hardware devices to users
- Replace desktop hardware devices based on preplanned technology refreshment lifecycles
- Prepare, test, and deploy vendor functionality & security updates
- Configure and maintain images and configurations on laptop devices
- Deploy and maintain workstations which provide independent and concurrent virtual desktop access to multiple classified network environments
- Enable users to configure multiple monitors
- Support virtual desktop technology
- Provide VM maintenance and patching
- Laptop setup (joining to domain)
- Localized application support
- Asset Management/Documentation
- Remote Assistance and Virtual workstation environment
- Ensure workstation location and configurations are up to date. Provide remote operations and management of servers
- Perform setup of Automation & Orchestration in a virtualized environment
- Troubleshoot and resolve software, hardware, configuration and operational problems across the VMware and guest OS platforms
- Perform integration of management tools into a single, common tool stack with Microsoft System Center (SC) Suite
- Install and maintain UC hardware and software on servers
- Ensure systems conform to UC industry and IC standards to permit interoperability of services across organizations
- Test changes to infrastructure services and components prior to system deployment
- Facilitate simulation or replication conditions on operational network
- Help maintain configuration baseline for Infrastructure Assessment and Test Environment
- Provide release package for packages developed in Test Environment
- Recommend tools and processes to accomplish enterprise management tasks.EXPERIENCE REQUIREMENTS
- Current Secret Clearance
- SCI eligibility
- BA/BS + 7-9 YRS in technical related field
- Experience with operation and maintenance of voice services in a diverse environment
- Extensive Microsoft Systems Administration experience in an engineering and administration environment
- Microsoft Certified Systems Certifications (MCSE, MCSA, MCITP)
