What are the responsibilities and job description for the System Administrator position at The Crox Group?
Job Summary
Our client is seeking an Infrastructure Support Professional who will provide first-level technical support for hardware, software, and operating system issues, while documenting and managing problem tickets through an online system. The individual will troubleshoot and resolve PC software and configuration issues, remotely install software, and escalate unresolved issues as necessary. Strong communication and customer service skills, along with experience in troubleshooting and using ticket tracking tools, are essential for success in this position.
Job Description
Provides first-level troubleshooting of hardware, software and operating system problems,
Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.
Responds to telephone calls, email, and problem tickets for personnel requests for technical support.
Tracks and monitors the problem to ensure a timely resolution where required.
Resolves PC software configuration problems and remotely installs software products and/or approved patches.
Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.
Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.
Diagnoses, isolates, and analyzes problems utilizing historical database records.
Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
Escalates unresolved issues to the successive level of support.
Skills Required
Basic Qualifications:
1 or more years of experience in troubleshooting applications or network related issues
1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
1 or more years of experience providing customer service
Additional Qualifications:
Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.
Hands-on experience with Microsoft Windows operating systems
Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware
Excellent and demonstrated communication and customer support skills
Understanding of client-server and networking principles
Ability to obtain MCDST or equivalent within 12 months
Knowledge of ITIL/ITSM concepts
Education/Training/Certifications
Basic Qualifications:
Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree
Salary : $40 - $50
