Tier Technical Support Resume Samples

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LT
L Tillman
Liam
Tillman
1363 Lia Gateway
Phoenix
AZ
+1 (555) 100 8174
1363 Lia Gateway
Phoenix
AZ
Phone
p +1 (555) 100 8174
Experience Experience
Philadelphia, PA
Tier Technical Support
Philadelphia, PA
Nienow Inc
Philadelphia, PA
Tier Technical Support
  • Assist users of the client’s products and services by answering questions and using critical thinking to solve problems involving their use
  • Diagnoses, identifies, isolates and analyzes problems including running database queries and tracking metrics
  • Monitors and reports system security, performance and events utilizing system monitoring tools
  • Provide technical support via phone, chat or email
  • Administration and maintenance of user accounts via LDAP for Microsoft Windows and Red Hat Linux
  • Provides the weekly metrics reports that identifies and tracks trouble calls, call resolution and other system metrics as well as reviews and analyzes this data to identify trends and provide recommendations for improvements and training
  • Mentor and trains employees as necessary
Dallas, TX
Tier, Technical Support
Dallas, TX
Sawayn-Runte
Dallas, TX
Tier, Technical Support
  • Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
  • Replicating and escalating to CLIENT Tier 3 support staff any Issues involving product performance and/or content issues in accordance with CLIENT Standards
  • Recommending and updating Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
  • During an CLIENT system outage, periodically (expected to be no less than hourly during any outage) reporting outage updates to CLIENT Management via email with the number of calls and emails received related to the outage
  • Participate in activities designed to improve customer satisfaction and business performance
  • Leveraging the Knowledge Base to assist with the resolution of Issues
present
Detroit, MI
Tier, Technical Support Engineer
Detroit, MI
Cruickshank-Windler
present
Detroit, MI
Tier, Technical Support Engineer
present
  • You will participate with members of the product development core team representing the Support organization on product decisions
  • Provide effective and timely communication to support teams
  • You will provide technical support to customers on specific products, primarily over the email and through phone, but may involve some travel
  • Participate with members of the product development core team representing the Support organization on product decisions
  • Create and document new remediation & solutions for emerging issues
  • You will provide effective and timely communication to support teams
  • Provide technical support to customers on specific products, primarily over the telephone and through email, but may involve some travel
Education Education
Bachelor’s Degree in Technology Field Preferred
Bachelor’s Degree in Technology Field Preferred
Syracuse University
Bachelor’s Degree in Technology Field Preferred
Skills Skills
  • Administration and maintenance of user accounts via LDAP for Microsoft Windows and Red Hat Linux
  • Resolves technical problems and answers queries desk-side or by telephone in support of internal government computer hardware, software, network, and telecommunications systems
  • Diagnoses, identifies, isolates and analyzes problems including running database queries and tracking metrics
  • Escalates system issues arising within the entire system architecture including server, workstation, network, or storage hardware, as well as commercial-off-the-shelf (COTS) or custom software
  • Monitors and reports system security, performance and events utilizing system monitoring tools
  • Provides the weekly metrics reports that identifies and tracks trouble calls, call resolution and other system metrics as well as reviews and analyzes this data to identify trends and provide recommendations for improvements and training
  • Mentor and trains employees as necessary
  • Other duties as assigned
  • Account administration, hardware builds and configuration, end user documentation and training, software and hardware troubleshooting, and other various tasks associated with end user readiness and support
  • The ideal candidate will have 2-5 years of experience
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10 Tier Technical Support resume templates

1

Ncis Tier, Technical Support Analyst Resume Examples & Samples

  • 1) 3+ years of experience in providing network operations support. Experience supporting a network with 1000+ nodes is preferred. NOC (Network Operations Center) experience is highly preferred
  • 2) Intermediate level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc)
  • 3) Intermediate level working knowledge of enterprise standard Ethernet media types: Fastethernet, Gigabit and TenGigabit
  • 4) Intermediate level working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
  • 5) Resilient and highly responsive in overcoming adversity, ability to work through a multitude of challenges/obstacle in order to achieve the desired end result
  • 7) Ability and willingness to operate within tightly controlled operational procedures. Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders
  • 9) Strong analytical, organizational, written and interpersonal skills
  • 10) Perform medium complex investigation, diagnoses, resolution, recovery and closure for all network service incidents across all network technologies. These technologies include enterprise level network software and hardware components from various companies and change based on new design standards and business requirements. This intermediate level break-fix task includes all severity issues; some requiring complete resolution within minutes while others are long term in-depth reviews with many teams, businesses and vendors spanning multiple days and weeks
  • 11) Provide timely response to communications from the Tier II Shift Manager, internal colleagues within CTI, Citi business clients, vendors, and others. Coordinate conference calls to conduct technical reviews on on-going incidents including assisting with hardware replacements, major incident troubleshooting and in-depth problem review and analysis. Drive major incident conference calls as a representative of CTI through consistent, professional, and highly assertive communication
  • 12) Perform intermediate and complex operational tasks requiring independent analysis and decision making. In addition this team is responsible for creating incident resolution playbooks, training level 1 technicians across multiple technologies, reviewing monitoring alerts for event correlation and confirmation that incidents have cleared. This documentation, training and review of monitoring will be published to the Global Command Center and Level 2 globally to reduce the amount of incidents that require escalation to the network core infrastructure team or how to troubleshoot them effectively when they occur
  • 14) Collect and perform mediuam to complex reviews of bit level packet captures to identify faults in the network environment including issues on non-network specific hardware and software. Use packet captures to identify and resolve issues on servers, applications, wide-area systems, local area systems, cabling, hardware and network designs
  • 18) Create and manage end to end complex changes required in the network environment to resolve Incidents or restore standard functionality after an incident has been resolved. This includes the creation, planning, coordination and testing of various complex network configurations across all network devices and software versions. Intermediate to advanced understanding of Citi's current network, Citi Global Change Management Process, compliance requirements, vendor hardware and software is required to complete this function
2

Tier, Technical Support Rep-clinical Resume Examples & Samples

  • Excellent customer service and support skills and experience, with an overall objective of single call resolution for all customers. 2- 3 years of demonstrated related experience is highly preferred
  • Previous Experience as a Tier 2, Tier 3 Technology agent in support of various software applications, and firewall knowledge is HIGHLY desired!
  • Expert knowledge of troubleshooting Microsoft OS, including XP, Vista, 7 and 8, as well as expert experience with current Mac OS
  • Demonstrated mastery of internet browsers, including IE, Firefox, Chrome, Opera, Safari
  • Superior soft skills, as well as excellent oral and written communications skills, including the ability to document procedures and create articles for knowledge base, as well as generating customer letters and email communications
  • Strong knowledge of troubleshooting computer networking issues, including firewalls and permissions, as well as a background in computer hardware, including printers, scanners, and mobile devices (phones/tablets)
  • Knowledge of MS Access, SQL, and is a plus
  • Proven experience in utilizing incident tracking systems to documents customer interactions and escalating incidents as appropriate to ensure closure of all tickets
  • Experience with remote desktop tops, such as Bomgar, WebEx, LanDesk or other
  • Excellent organizational and time management skills, as well as experience in a high volume call center environment
  • Demonstrated commitment to providing superior customer support, as well as a positive record related to attendance, punctuality and dependability
  • Ability to quickly train and absorb new processes and work efficiently during peak support period
  • Candiates must have the availability to work an 8- hour shift within a 7 AM- 6Pm call center operations
  • High School diploma or GED Required. Associates degree or similar I.T. help desk support accreditation is a plus
3

Tier Technical Support Rep Resume Examples & Samples

  • Troubleshoot subscriber calls for all High Speed Internet Residential Customers
  • Troubleshoot Time Warner Cable Apps including Phone2Go, TWCTV, MyTWC, and Wi-Fi Finder
  • Review the On-line outage information to determine area spread outages
  • Support the Call Center with technical issues as needed
  • Support field personnel as needed
  • Work closely with Regional Data Center staff to resolve issues quickly
  • Resolve all tickets in a timely manner
  • Communicate pertinent information with Regional Bridge Team
  • Previous experience working with the general public explaining or troubleshooting internet and voice over IP connected devices
4

Tier Technical Support Rep Resume Examples & Samples

  • Troubleshoot subscriber calls for Residential High Speed Internet Customers. Troubleshoot subscriber calls for all Digital Phone Residential Customers
  • Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB
  • Work with TOC to determine if the problem may be area wide as opposed to individual
  • Follow-up with TOC if an area problem is suspected
  • Review the On-line outage information to determine if the service call may have been scheduled unnecessarily
  • Review those work orders scheduled by the Call Center Associates to determine if an additional walk thru may resolve the problem over the phones
  • Attempts will be made to contact customers scheduled for a service appointment that day and service calls scheduled in the future
  • Follow up with the Technical Support Manager and Training Manager on updating the walk thru steps available through GuideIT and KEY so that a successful walk thru can be achieved on the first call to the Call Center
  • Support the Call Center with technical issues as needed. Support field personnel as needed. Work closely with Regional Data Center staff to resolve issues quickly
  • Understand and inform customers of all Time Warner Cable consumer products and services
  • Inform management of all unresolved complaints
  • Respond to customer inquiries via e- mail and telephone, or in-person as necessary
5

Tier Technical Support Rep Resume Examples & Samples

  • Troubleshoot with TWC subscribers who are having difficulty with video, digital phone and data services utilizing all available diagnostic tools Once problems are resolved, agents are required to introduce new services or products to these customers following a specified sales process and must a meet a monthly sales quotas
  • Resolve complex data problems that involve local network issues, email issues, modem trouble and other company owned equipment and/or software configurations
  • Utilize reasoning and critical thinking skills, identify appropriate fix agent and resolve single-user issues
  • Assist voice customers when needed, including but not limited to calling customers to confirm issue resolution
  • Assist, coach, train all support representatives on work-related procedures and products
  • May review tickets for potential system issues to escalate to different group as needed May assist with error trending, analysis and feedback sessions
  • Works with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
  • Needs to be able to provide exceptional customer service, works various schedules including on-call support and performs other duties as assigned
  • Job related 2 year degree or 2 years equivalent work experience required
  • Certifications in related subject matter Examples include but are not limited to A+, N+, MCSE, CCNA, preferred
  • Experience in supporting applications and equipment in a helpdesk environment preferred
  • ICOMS and equipment in a helpdesk environment preferred
6

Tier Technical Support Rep Resume Examples & Samples

  • Troubleshoot subscriber calls for al Road Runner Residential Customers
  • Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB. Work with TOC to determine if the problem may be area wide as opposed to individual. Follow-up with TOC if an area problem is suspected
  • Review the on-line outage information to determine if the service call may have been scheduled unnecessarily
  • Follow up with the Technical Support Manager and Training Manager on updating the walk thru steps available through Logical and KEY so that a successful walk thru can be achieved on the first call to the Call Center
7

Tier Technical Support Rep Resume Examples & Samples

  • Will be expected to provide customer-friendly and proficient technical support to high speed data customers using phone, email, chat, instant messaging, and other means of communication
  • Document and escalate issues, and work with other departments, ISPs, or business partners in order to resolve them as quickly and efficiently as possible
  • Successfully meet or exceed Time Warner Cable’s call handle requirements as measured by periodic call monitoring and individual call statistics
  • Provide support to installers and field technicians when appropriate and as needed
  • Monitor the hybrid fiber coax network using various network diagnostic tools for system outages
  • Open and track trouble tickets as needed
  • Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience
  • Network+ or related experience required. A+, CCNA, or Microsoft certifications a plus
  • Strong working knowledge of all Windows Operating Systems. Knowledge or Apple/Mac Operating Systems a plus
  • Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs
  • Excellent listening skills, as well as written and verbal communication skills using phone, email, and other forms of communication
  • Proficiency with Internet browsers and MS Office
  • Strong analytical and problem solving skills are essential
  • Knowledge of ICOMS, including but not limited to, work order entry/close, account research, billing and service code look-up, and credit/debit procedures a plus
8

Lead, Tier Technical Support Resume Examples & Samples

  • Proficient with in-depth troubleshooting for customer problems affecting voice, data and video products across divisions and the region
  • Responsible for providing quality technical support to customers, installation and service personnel
  • Familiar with the troubleshooting processes and support boundaries for RNOC, GNOC, PAC, CLEC and RDC and routes issues appropriately
  • Familiar with PAC and provisioning set up so that process errors may be identified and corrected
  • Demonstrates specialized knowledge in more difficult technical support activities that are non-routing and require deviation from standard screens, scripts and procedures
  • Assists Supervisor with the management of the departments’ daily activities
  • Acts as resource for direction, training, feedback and guidance for less experienced staff
  • Handles escalated and unresolved calls from less experienced representative
  • Provides exceptional customer service, works various shifts/schedules and performs other duties as assigned
  • Supports all department and company goals and objectives
  • Requires Associates Degree or equivalent combination of education and experience in lieu of degree plus 6 months experience as Tier 3 Technical Support Rep and 3 years prior experience in related field/area
9

Tier Technical Support Specialist Resume Examples & Samples

  • Research and respond to advanced technical support requests from our growing client base through email, chat, and one-on-one interactions
  • Work with engineers to escalate high-priority support requests and identify issues with the application
  • Create and maintain product documentation
  • Work with the Product Development Team to help map the future of the product
  • Train and enable the Tier 1 Support team on the application and tools
  • Collaborate with Salesforce tech support teams for joint engagements
10

Tier Technical Support Engineer Resume Examples & Samples

  • Apply expert knowledge of RingCentral services, VoIP technology, networking hardware and software
  • Provide premium implementation and technical support to RingCentral’s largest customers
  • Plan, design, install, maintain, troubleshoot and repair RingCentral’s solutions
  • Understand network architecture required to support RingCentral’s VoIP services
  • Recommend network hardware, software and design elements
  • Answer difficult technical questions, solve technical problems and suggest appropriate workarounds
  • Utilize network performance monitoring tools to isolate and root cause issues
  • Provide quick and accurate handling of support interactions – phone, chat, screen-sharing, email
  • 3+ years of experience in customer focused role - post-sales technical support
  • Experience with VOIP technology and terminology including SIP, RTP, QoS, COS, codecs
  • Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc
  • Any networking, IT or telecommunications certification is a plus - Cisco CCNA or equivalent is desirable
  • Experience configuring, updating and supporting VOIP solutions in a multi-location environment
  • Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
  • Self-motivated with the ability to dive right in, be effective and make a difference
  • Degree in Computer Science preferred Networking, IT or telecommunications certification is a plus
  • This is an off hours position
  • Strong leadership and interpersonal skills, sound judgement, strong analytical skills, and excellent written and verbal communication skills
  • Knowledge of all functions and related tasks in the area of telephone service delivery
  • Knowledge of Local Number Portability
  • Knowledge of telephone products and services
  • Knowledge of telephone regulations for customer service and service delivery
  • Knowledge of service trouble shooting diagnostic procedures
  • Knowledge of IP network architecture, equipment, and software
  • Knowledge of general accounting and billing procedures
  • Ability to use personal computer and software applications (i.e. word processing, spreadsheet, telephone billing systems, etc.)
  • Bachelor’s degree in business or related field, or equivalent experience related Work Experience Number of Years
  • 10 years of experience in Telecommunications
  • 10 years of experience in Local Number Portability
  • 7 years of Supervisory experience
  • 5 years of experience in Customer service and Technical Support
  • 3-5 years of International Number Porting experience
11

Tier, Technical Support Engineer Resume Examples & Samples

  • You will participate with members of the product development core team representing the Support organization on product decisions
  • You will work closely with Development and QA to ensure customer product issues are resolved appropriately
  • You will provide effective and timely communication to support teams
  • You will inform support teams on technical details of new product versions
  • You will provide technical support to customers on specific products, primarily over the email and through phone, but may involve some travel
  • You will guide and train other support members and customers on Database Security Product
  • You will document issues and enhancements, maintain a knowledge-base and other knowledge transfer systems
  • Bachelor Degree, majoring in Engineering, Computer Science, related field/degree, and/or equivalent experience
  • Proven deep knowledge and at least 3 years of experience in computer architecture, operating system internals (User and kernel)
  • Strong C and C++ programming and software design skills
  • 3 years of experience in advanced Windows/Linux/UNIX troubleshooting like live kernel debugging, memory dump analysis, memory management, and performance data analysis
  • Deep knowledge and actual experience in debugging tools like windows debugger, KDB, Microsoft System internals suite (process monitor, process explorer, VMmap etc.)
  • Proven knowledge on windows and Linux file system filter drivers
  • High level of knowledge of cyber security threats and vulnerabilities like zero day, buffer overflow, return oriented exploits etc
  • 3 years of experience of deep analysis windows logs, product logs and errors reporting
  • Hands on experience with tools like metasploit framework etc
  • 2 years of experience in installing, configuration and administration of enterprise level systems
  • Good knowledge of RPM building and installing in Unix\Linux
  • Actual experience and knowledge of virtualization technology
  • Software security orientation
  • Previous familiarity with Application & Change Control is an advantage
  • Friendly, open, approachable, positive attitude
  • Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on - a problem, use documentation, tools, etc. to troubleshoot)
  • Excellent communication skills (written and verbal) at multiple levels with customers (i.e. technical / management)
  • Ability to provide technical training, Ability to coach and mentor others
  • Fluent in English (Read/Write/Speak)
  • Multilingual - Fluent in other European languages is an advantage
12

Tier, Technical Support Engineer Resume Examples & Samples

  • Bachelors or Masters Degree in Computer Science, Computer Engineering, Telecommunications and Networking, Information Security or equivalent qualification
  • Excellent understanding of Microsoft / UNIX/ Linux operating systems
  • Strong Networking knowledge and understanding
  • Excellent Knowledge of Network Security, Switching, routing/routing protocols, IP, Firewalls, VPN's
  • Good Database(SQL/MySQL) skills
  • Strong experience in IT providing technical support at a high level
  • Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
  • Excellent communications skills (written and verbal) with the capability to tailor content to multiple levels with customers (i.e. technical / management)
13

Tier Technical Support Rep Resume Examples & Samples

  • Provide support to customer calls on the more complex service issues. Serve as a liaison between the customer and various departments to troubleshoot and resolve local network problems
  • Coordinate resolutions with the NOC and GNOC and report updates to the customer
  • Assist customers with high-speed data and Digital Phone service and may handle some billing, video and on-demand service concerns
  • Communicate problems as appropriate to management, Road Runner local help desk staff, and Road Runner national help desk staff
  • Electronic correspondence, including but not limited to: Online Support Systems (OSS) tickets, Help/RR-Comments e-mail/Network status reports, VoIP tickets, IssueTrak Tickets, etc
  • Perform all other duties as assigned
  • Must have strong communication skills and excellent customer relation skills with the ability to train staff
  • Ability to analyze and resolve difficult problems and arrive at logical solutions efficiently
  • Proficient with Microsoft Windows -based computer software and operating systems. Proficient with MAC OS 7.5.3 or later
  • Experienced and knowledgeable of LAN's OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration
  • High school diploma or general education diploma (GED) preferred
14

Systems Support Tier Technical Support Representative Resume Examples & Samples

  • Include shifts which may cover support hours from 7am to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday
  • Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries
  • Responsible for independent resolution to routine issues, and for notifying management of non-routine issues which need immediate attention and/or escalation
  • Pinpoint strengths and weaknesses of various alternatives and select or recommend appropriate decisions/solutions
  • Contributes to the overall structure, content, and organization of the technical support knowledgebase
  • Monitors the scoring environments by utilizing software applications and tools
  • Perform system regression testing
  • Call center or Help Desk experience is preferred
  • Willingness to work as a member of a team to solve problems and accomplish goals
  • Experience working with network protocols a plus
  • Multi-tasking capabilities
15

Tier, Technical Support Resume Examples & Samples

  • Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
  • Associate’s Degree in related technical discipline with six years of related technical experience preferred
  • Ability to effectively communicate, both written and verbally
  • Ability to learn including strong problem solving skills
  • Able to rotate shifts, as needed
  • Job requirements may vary by country and will not contravene any local laws
16

Tier, Technical Support Resume Examples & Samples

  • Providing Tier 1 technical support to Authorized Users for all Contacts received, documenting all case notes in Salesforce Service Cloud, including
  • Escalating to CLIENT Tier 2 support staff any Issues that cannot be resolved at the Tier 1 level due to complexity or escalation request
  • Educating CLIENTs customers on CLIENT products and services that will enhance their relationships with CLIENT and increase CLIENTs profitability
  • Recommending and updating Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner
  • Analyzing Issue trends, including top Contact drivers, and recommend and implement action plans, with CLIENTs approval, to reduce Issues
  • Has general knowledge of computers, operating systems, and have had some previous technical/technology training
17

Tier Technical Support Representative Resume Examples & Samples

  • Will be expected to provide customer-friendly and proficient technical support to high speed data and Digital Phone customers using phone, email, chat, instant messaging, and other means of communication
  • Open and track trouble tickets as needed
  • Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience- PREFERRED
  • Network+ or related experience required. A+, CCNA, or Microsoft certifications a plus
  • Knowledge of CSG, including but not limited to, work order entry/close, account research, billing and service code look-up, and credit/debit procedures a plus
18

Temporary Tier Technical Support nd Shift Resume Examples & Samples

  • Include shifts which may cover support hours from 12:30pm to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday
  • Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries
  • May be required to work a rotating shift schedule
  • Provide knowledgeable responses to inquiries in a courteous and professional manner
  • Provide complete documentation of issues handled
  • Responsible for meeting effective, timely, quality, and documented solutions to production issues
  • Looks for and finds ways to improve operations and systems
  • Pinpoint strengths and weaknesses of various alternatives and select or recommend appropriate decisions/solutions
  • Contributes to the overall structure, content, and organization of the technical support knowledgebase
  • Monitors the scoring environments by utilizing software applications and tools
  • Performs problem resolution, troubleshooting, and diagnosis for calls and emails
  • Perform system regression testing
  • High School Diploma or equivalent required. A two-year technical degree or the equivalent in work experience preferred
  • Call center or Help Desk experience is preferred
  • Effective listening skills
  • Willingness to work as a member of a team to solve problems and accomplish goals
  • Experience working with network protocols a plus
19

Tier, Technical Support Engineer Unix Resume Examples & Samples

  • Daily database administration tasks such as
  • Strong background in administering MsSql (version 2008 / 2008R2 / 2012 / 2014)
  • Broad Technical Knowledge – understanding of various areas of technology outside database administration such as Operating Systems (Linux and Windows), Networking, Storage (SAN, NAS)
  • Technical analysis - All candidates must demonstrate a strong ability for incident and problem solving
  • Project Management - Have a working knowledge of basic project management and task tracking skills
  • Collaboration -- Strong ability to work with multi-team framework, as an individual and a member of a larger group (Central IPC located in France)
  • Communications -- strong writing skills, ability to articulate solutions in a concise manner, and presentation skills. Ability to communicate in English with all other database administrators of the Database competency Center
  • Sense of responsibility (administration of critical databases for the ADP business)
  • Minimum 3 years of production MsSql instances administration experience
  • Working knowledge in scripting on windows environment for MsSql instances (T-SQL, Power shell)
  • Experience in Oracle database administration
  • Big Data, NoSQL knowledge is a plus as well as ITIL knowledges
20

Tier Technical Support Resume Examples & Samples

  • Administration and maintenance of user accounts via LDAP for Microsoft Windows and Red Hat Linux
  • Resolves technical problems and answers queries desk-side or by telephone in support of internal government computer hardware, software, network, and telecommunications systems
  • Diagnoses, identifies, isolates and analyzes problems including running database queries and tracking metrics
  • Escalates system issues arising within the entire system architecture including server, workstation, network, or storage hardware, as well as commercial-off-the-shelf (COTS) or custom software
  • Prepares, categorizes, tracks, and responds to system problems via a ticketing system and clearly documents observations or captures data for problem resolution as required
  • Monitors and reports system security, performance and events utilizing system monitoring tools
  • Develops, documents and implements operating policies and procedures and participates in training as required
  • Provides the weekly metrics reports that identifies and tracks trouble calls, call resolution and other system metrics as well as reviews and analyzes this data to identify trends and provide recommendations for improvements and training
  • Mentor and trains employees as necessary
  • Experience with Active Directory Domain Services (LDAP) and AD Group Policies
  • Must currently possess or meet the training certification requirements of at least DoD 8570.01 IAT Level appropriate for the position (ie. Security+CE, CCNA-Security, SSCP, CISSP) or be willing and capable of obtaining within 6 months of hire and must maintain the appropriate levels of certification throughout employment
  • A relevant, current technical certification (ie. VMware VCP5/VCDX6, Linux+, Red Hat, MCSA, Splunk, HBSS, ACAS) or be willing and capable of obtaining within 6 months of hire and must maintain the appropriate levels of certification throughout employment
  • Must be in good standing with the DoJ and all facilities
  • Must be a US Citizen and eligible to obtain an Interim DoD Secret Clearance prior to start
  • Direct experience with developing, administering, and troubleshooting AD Group Policies
  • Hands-on development, administration, and troubleshooting experience with VMware virtualization products (ESXi, vSphere, View)
  • Hands-on experience using the Altassian JIRA ticketing system, or experience working with a similar ticketing solution
  • Experience producing performance metrics through analysis of ticketing system data
  • Experience with DoD Biometrics
  • A current Secret Clearance
21

Business Class Tier Technical Support Rep Resume Examples & Samples

  • Work independently and in teams to ensure the success of Time Warner Cable
  • Understand customer needs and expectations on every call to ensure an exceptional customer experience
  • Develop and maintain a strong customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
  • Utilize available resources to ensure customer satisfaction and retention
  • Reinforce customer retention through exemplary problem solving and service
  • Can speak to customers in a polite and professional manner
  • Knowledge of Internet and LAN technology, including TCP/IP Protocols
  • Knowledge of UNIX, NOVELL, LINUX is helpful Knowledge of CSG/ICOMS and Remedy Ticketing system
  • Network Fundamentals
  • Security Software
  • Email client configuration
  • VPN
22

HSD / Phone Tier Technical Support Rep Resume Examples & Samples

  • Provide support to customer calls on the more complex service issues. Serve as a liaison between the customer and various departments
  • Provide networking instruction and support to residential customers, including network configuration, software configuration and network troubleshooting of PC and Macintosh computers
  • Monitor and track all service-related complaints
  • Respond to questions on how to use products, services and associated equipment
  • Participate in High Speed Internet and Digital Phone product and technical training for customer service and field operations, including developing troubleshooting guidelines and maintaining expert databases
  • Proficient with Windows-based computer software applications and operating systems including Windows 7 and 8, MAC OS X or later, Android Jelly Bean or higher, and iOS 7, Microsoft XBox 360, Xbox One, Sony PS3, PS4, Roku, Samsung TVs, other internet enabled devices
  • Solid knowledge of network hardware, software and applications, routers and hubs, proxy server environment
  • Must have the ability to identify and troubleshoot computer/network communications problems, including interrupt conflicts, and hardware and software compatibility conflicts
  • A basic understanding of what Voice Over IP is
  • Must have strong communications skills and excellent customer relation skills with the ability to train staff
  • Ability to troubleshoot multiple technical operational problems concurrently
  • Demonstrate ability to meet deadlines while working in a demanding, high-pressure environment
  • Expert knowledge of online services, browsers and mobile device apps
  • Understanding of WiFi networks
  • Understanding of what bandwidth is and how it works
  • All other Duties As Assigned
  • MCSE certification
  • Experienced and knowledgeable of LANs, OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration
  • High school diploma, GED, or equivalent education required
  • Minimum of two years experience in computer/network customer service and support environment required
23

Tier Technical Support Resume Examples & Samples

  • A minimum of 1-2 years of technical help desk support experience in a Windows environment
  • Outstanding customer service and detailed documentation are required
  • Account administration, hardware builds and configuration, end user documentation and training, software and hardware troubleshooting, and other various tasks associated with end user readiness and support
  • This position requires on-call support on a rotational basis with other team members
24

Tier Technical Support Resume Examples & Samples

  • Candidates must have an understanding of Office365 and needs to be able to reimage laptops and PC Computers
  • Candidate needs to be able to do basic Office365 troubleshooting
  • Candidate must be able to do windows deployments
  • Candidate must have citrix domain knowledge and needs to be able to add/delete users
  • Candidate ideally needs to be able to reboot citrix servers
  • The ideal candidate will have 2-5 years of experience
  • Candidate must be reliable, be able to get to work on time, and work with minimal supervision
25

Tier Technical Support Engineer Resume Examples & Samples

  • Experience in network repair or maintenance environment
  • These agents will work with customers who are connecting Broadview Networks’ MPLS Network (most customers are utilizing Cisco routers) and assist them with turn-ups/Activations and acquisitions
  • Experience supporting or servicing customers in person or via phone
  • Knowledge of network technologies (i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS)
  • Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
  • Strong SIP device knowledge, extensive familiarity with Cisco routers, as well as basic static routing and network VRF standards
  • Complex routing protocols including BGP, EIGRP, OSPF, RIPV2 and SLA, as well as proficiency in firewall setups covering ACL’s, UDP and TCP are of course recommended, but not absolutely required
  • Requires knowledge of basic Microsoft office tools
  • Ability to understand and apply technical concepts
  • Team skills, including the ability to establish and maintain effective working relationships
  • Flexibility, versatility, dependability on organizational skills and abilities to self-manage workload
  • Capable of generating new ideas and continuous improvement efforts
26

Tier Technical Support Agents Resume Examples & Samples

  • Providing Authorized Users support via phone, email, and other channels in accordance with CLIENT Standards
  • Leveraging the Knowledge Base to assist with the resolution of Issues
  • Having new and revised article requests reviewed by Tier 2 agents and published in the Knowledge Base
  • Developing an action plan on a quarterly basis to address suggested improvements for CLIENT review. Report monthly on progress and improvements made
  • During an CLIENT system outage, periodically (expected to be no less than hourly during any outage) reporting outage updates to CLIENT Management via email with the number of calls and emails received related to the outage
  • Is articulate, with at least a moderate level of business writing skill, and, to the extent required in this Supplement, in Spanish
  • Gains extensive knowledge of CLIENTs programs, products, services and procedures
  • Participates in continuous training on new products and services, as they become part of Supplier’s responsibilities
27

Tier Technical Support Liason Resume Examples & Samples

  • Provide customer satisfaction on technical issues experienced by our customers
  • Help resolve issues with Customer Support tools prior to sending to our technical team
  • Manage the tier 2 issues with Developers and Technical teams to resolve urgent and non urgent bugs
  • Send daily and weekly reports on all technical related issues
  • Assist developers on reported issues when confusion arises
  • Determine customer-facing issue priority level for developer task-forces in an ongoing basis
  • Create new systems and SLA's with the relevant task- forces
  • Manage the CJ related features product tools and enhancements and working closely with the product and dev team
28

Tier, Technical Support Admin Resume Examples & Samples

  • Work to evaluate and resolve technical problems for assigned and escalated service tickets
  • Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements
  • Serve as the escalation point for Tier 1 Support
  • Applies critical thinking to see incidents and issues to resolution
  • Support both on-site and remote employees using remote administration tools
  • Deploy hardware and software leveraging automated processes
  • Coordinate and transition support items to other IT teams when required, following escalation procedures
  • Perform Active Directory administrative functions to include account creation, password resets, group membership modification, group policy application/troubleshooting
  • Comply with established change management procedures and work collaboratively with IT staff to ensure a robust, stable computing environment
  • Demonstrated competency in supporting Windows 7 & 10 operating systems
  • Provide mobile device support for Apple iOS, Android operating systems
  • Ability to travel to other Milwaukee Tool locations on occasion
  • Manage local vendor relationships for network, telecommunications, and AV support
  • Log all support actives in ITSM system
  • Work with Tier 3 staff and Management to make technology recommendations and changes based on data-driven analysis
  • Outstanding written and verbal communication and documentation skills, with a service-oriented mindset
  • Demonstrated ability to multi-task and manage competing priorities
  • A working knowledge of PowerShell is preferred
  • Minimum of three years of professional experience
  • Microsoft Professional Certification is preferred but not required
29

Tier Technical Support Specialist Resume Examples & Samples

  • Serves as key technical support contact point for customers
  • Answer incoming technical support escalations, phone calls, and emails in an effective, efficient, and friendly manner
  • Respond to inquiries, answer questions, and guide customers, dealers, and internal staff through specific procedures to ensure the highest quality software performance and department goals are met
  • Respond to all inquiries for technical support within defined service level agreements. If research is required on any technical inquiries, communication with the customer is required to update the customer on the status of the request if an immediate answer is not available
  • Enter information into customer resource management tool in order to ensure proper tracking and metric reports are sent to development and or appropriate business units
  • Maintain working knowledgebase and Tech Support internal troubleshooting websites, resources, and tools
  • Send and approve successful resolutions to Management and work to develop CRM knowledge base. * Travel to customer sites and industry trade shows providing technical expertise and assistance with technical operation and customer inquiries
30

Success Agent, Tier Technical Support Resume Examples & Samples

  • Act as first level of support for incoming DMP technical questions, product guidance, and platform troubleshooting through the support portal
  • Conduct hands-on diagnosis of complex technical issues involving data collection, imports, exports, media tagging, the Salesforce DMP platform and product usage
  • Own the issue and drive to resolution, to ensure high client satisfaction, client engagement and product usage
  • Meet or exceed issue resolution, right first time, and other operating metrics
  • Educate other members of the Support team (and in some cases, clients and partners) on new products, related technologies, and recommended approaches
  • Contribute in enriching FAQs, community forums and internal documentation
  • Leverage internal toolset to surface ticket trends, commonalities, and recurring issues across clients
  • Liaise between Solutions, Engineering, and Product teams to enhance support protocols
  • Stay informed of data-driven marketing news, emerging technologies and competitors' offerings
  • A proactive approach to self-education and professional development
  • Understanding of the digital marketing ecosystem and business models (yield, product strategy, sales strategy, campaign strategy)
  • A dependable and reliable team player who understands the need to assist clients with a sense of urgency
  • Awareness of common data collection methodologies including but not limited to the following: URL parsing, text mining, content scraping, SDKs, hashed emails
  • Familiarity with Ad Servers (DFP, OpenX, OAS), DSPs (DBM, MediaMath, Turn), SSPs (AdX, Pubmatic, Criteo) and Third Party Data Providers (Acxiom, AdAdvisor, DataLogix, Exelate, LiveRamp, etc.)
  • Experience in online Ad Operations, Ad Tech or SAAS platforms
  • Ability to manage multiple clients and projects simultaneously
  • Strong analytic and excellent organizational skills
  • Strong communication and technical writing skills
  • Excellent attention to detail and follow-through
  • Empathy and a willingness to champion the cause of the client
31

Tier Technical Support Coordinator Resume Examples & Samples

  • Develop creative strategies with clients to find solutions to their marketing automation quandaries
  • Become a Salesforce Certified Specialist
  • Regularly contribute your ideas to help us be the best place to work and the best place to be a customer