What are the responsibilities and job description for the Customer Support Specialist position at S2Technologies?
Customer Support Specialist - Colorado Springs, CO
S2Technologies is currently sourcing for qualified candidates to join our team. We are currently looking for candidates having training and experience performing as a Customer Support Specialist. As a Customer Support Specialist, you will provide helpdesk, system, and network operations support in a 247 NOC environment. This position is responsible for monitoring, Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support resources and establishment of communications. This includes hardware and applications and will leverage standard & custom tools and techniques to identify solutions to system and client issues. The qualified candidate shall perform the following tasks:
Required Knowledge, Skills, and Abilities
Experience:
- Possess 1-2 years of Helpdesk Support Experience.
- Basic understanding of networking, including OSI model concepts, a basic understanding of the concepts and functionality of Windows Operating Systems as well as Microsoft Office Products (Word, Excel, PowerPoint).
- 247 monitoring and support of hardware and software supporting critical operations of a global network.
- Understand and adhere to the Standard Operating Procedures (SOP) of the organization, and adhere to all site-specific policies and procedures.
- Assist personnel in the field with real-time troubleshooting of system and network issues via Phone, E-Mail, and live chat systems.
- Provide Tier 0/1 Helpdesk support for various systems throughout the Mission Command Support Center, and provide Tier 2 support for the Blue Force Tracker family of systems.
- Accurately document all customer contact via an online Ticketing system within the Network Operations Center (NOC) to include detailed issues reported, who reported the issue, unit/company with the issue, location, and complete history of the issue being worked.
- Monitor all network capabilities, functions, and performance utilizing means as provided by PM Mission Command such as diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed.
- Ability to work in a fast-paced environment.
- Ability to work with people and varied organizations via email or telephone and calmly extract knowledge of the issue to determine real root of problem.
Education:
- N/A
Certifications:
- N/A
Security Clearance:
Other Position Requirements:
- Shift Work 24/365 Helpdesk
S2Technologies is dedicated to inclusivity and opportunity for all applicants. We ensure fair consideration for all qualified applicants and champion equal employment opportunities for disabled veterans and individuals with disabilities. Applicants living in a HubZone designated area receive preferential selection when meeting all other required qualifications.
