What are the responsibilities and job description for the IT Technical Support Specialist 2 position at Sammons Financial Group?
What You Can Expect In This Role
Accept requests from Sammons Financial Group (SFG) member company employees regarding problems with software, end compute devices, printers and external hardware. Monitor the Incident Management queue to make updates and resolve requests for assigned tickets and act as the primary interface for Technical Support Technicians by assisting and training new technicians. Provide technical customer support by resolving incidents and problems escalated by the Service Desk, including receiving, prioritizing, documenting, and actively resolving customer requests. Provide prompt quality customer service for ordering, installing, configuring, diagnosing, repairing and maintaining IT assets as well as providing in-person, hands-on assistance when needed. Provide resolution or customer feedback within the published SLA times for each request.
What You'll Do In This Role
- Analyze and resolve complex technical incidents, including issues with software, hardware and infrastructure for internal and external systems, apps, and services. Process escalations from Service Desk team members.
- Manage an organized ticket backlog (as the ticket owner or assignee) and Technical Support queue (overall) and proactively contact team members to analyze roadblocks, including partnering with the original assignee to address and resolve the reported issue. Recommend, schedule and perform hardware equipment improvements, upgrades, and repairs.
- Consult directly with users to assess their needs and implement a strategy to improve the user case, process and application.
- Operate as a representative of Infrastructure and Technical Support with respect to infrastructure needs and impact to business initiatives, as needed.
- Conduct independent research and make recommendations for hardware products to be purchased within general guidelines.
- Responsible for accurate and complete documentation of instances of hardware failure, repair, installation and removal.
- Participate in knowledge sharing with Service Desk, other IT team members and cross functional departments.
- Work closely with Business stakeholders and Quality Assurance team members to test code and fix issues identified. Coordinate with Release Coordinator or Development Application Administrator to elevate code to production environment.
- Maintain integrity and quality of data structures, triggers, stored procedures, views and other data related objects by establishing and following rigorous rules of Change Management.
- Support project activities, when applicable, including participation in requirements gathering, status meetings, end-user testing and transitions to support processes and documentation.
- Critical contributor for quality assurance, stabilization and validation of production operating system images and deployments of software applications, including the isolation and remediation of defects or impacts to critical system app functionality and end user experience.
What We're Looking For
Other Requirements
What you can expect when you join Sammons Financial Group
Work Authorization / Sponsorship
At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)
