What are the responsibilities and job description for the Technical Support Analyst position at Adept CC?
Job Details
Must Have Skills:
1.) Strong understanding of technical support and operating system - windows, imaging, call center and voice technology
2.) Basic troubleshooting
3.) Self-starter and work under general supervision
Software Tools: Familiarity / Experience with Windows, ServiceNow, SSCM, Aternity
Experience Range: 3-7 years
Nice to Have: Familiarity with Call centers, AV Experience,
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Job Summary Under general supervision, configures and installs moderately complex software for IT users desktops and mobile devices. Provides intermediate technical support (through Tier2) for software and hardware of end-user computing. Provides troubleshooting to readily identify problems and/or technical issues and escalates to appropriate staff for resolution.
- Duties and Responsibilities include the following. To perform this job successfully, an individualmust be able to perform each duty satisfactorily. Other ancillary duties may be assigned.Processes more complex help desk tickets passed on from ITSC.
Provides moderately-complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution. Isolates higher level issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point. Creates DB scripts to correct invalid data within the database. Facilitates the resolution of tickets passed on to any Tier 3 support group, working with external vendors as needed.Creates and updates Support and User Guides. Delivers post-development support (including client installations).
Provides management ticket reports, Pareto Report, and various others. . Contributes in creation and modification of system or application monitors.
