As a member of this fast-paced, leading edge database/applications company, you will work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.

You will provide support to internal employees and/or outsourcing customers. Provide information to customers. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.

Day to day responsibilities including: working on assignments that are moderately complex in nature where judgment is needed in resolving problems and making routine recommendations while following standard practices and procedures. Preferred skills include: exceptional customer service and interpersonal skills, strong written and verbal communication skills, ability to organize, prioritize, and manage multiple tasks simultaneously, team player, and strong attention to detail.

As a Support Technician I, you will provide day-to-day technical support for end-user hardware and software needs and project-based support onsite. You will provide routine, technical support and maintenance for desktop, laptop, telecom and network systems including hardware, application software, operating systems and connectivity. Your responsibilities will include troubleshooting hardware and software issues and document resolution and support as needed in addition to installing, configuring, and updating end-user desktop and laptop software with the backing as needed. You will also be responsible for prioritizing and escalating issues when appropriate, using knowledge transfer forums to identify and resolve problems as well as contributing to all phases of desktop or telecom support, including coordination, monitoring, tracking, and resolution, related to client installations, upgrades, software, hardware, operating systems, and operating system configuration issues. Finally, you will perform telecom moves, adds and changes (MAC work) for end users with limited support.

Basic Qualifications

• At least 2 years total combined work experience and completed higher education

Preferred Qualifications

• Associates degree (Higher Education, Higher National Diploma)
• At least 1 year of office support, call center or phone support work experience
• At least 1 year operating systems support work experience
• At least 1 year of end-user device support and troubleshooting work experience
• CompTia A+ Certification and / or Microsoft Certifications
• ITIL Foundations Certification

Expectations

• Must reside in or around the Montgomery, AL area
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
• Perform other responsibilities as assigned