Description The Support Technician II is responsible for providing tier 2 and 3 level technical support to approximately 80 clients by
resolving on average 15 to 25 customer service issues a day. A commitment to excellent customer service is demonstrated
by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage
ticketing platform and dashboards to manage your ticket que and will work in a team environment to enhance
your knowledge and that of your teammates. Successful candidates enjoy customer service oriented support, possess
knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced
environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.
Essential Knowledge, Skills, and Competencies
To successfully perform in this role, an individual must consistently demonstrate the following abilities:
? Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to understand
and identifying the clients issue(s).
? Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and
? Proactively anticipate client needs by thinking 10 steps ahead: diagnose root causes versus treating symptoms
and anticipate the impact to additional processes and/or systems.
? Develop an in-depth knowledge base of your clients technical infrastructure ecosystem, culture and
? Keep customers informed of progress, changes and solutions in a timely and effective manner that exceeds
expectations and is in alignment with their culture and communication preferences.
? Maintain client specific documentation in systems according to standards and specifications.
? Handle surprises by acting cool under pressure and use positive language to de-escalate situations.
? Respect the clients time and that of your team by efficiently exploring solutions and escalating when appropriate.
? Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a
? Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking
out training opportunities and actively learning from teammates.
? Flourish in a fast paced, deadline driven environme
? Complex LAN/WAN environments
? Disaster recovery solutions
? Backup solutions and applications (Appassure, Veeam, etc.)
? Load balancing technologies
? VPN technologies
? Network security (Cisco, SonicWall, PFSense, etc.)
? Virtualization technologies (VMWare, Hyper-V, etc.)
? Microsoft Exchange / Hosted Exchange
? Various operating systems (Linux, MacOS, Windows)
? Encryption technologies (Bitlocker, Symantec, etc.)
? Active Directory
? Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
? Desktop applications
? Networking and configurations (Switching, routing, firewalls)
? Web technologies (XML, HTML, CSS)
? VoIP phone systems
? Preferred certifications include CompTIA A+, Network+, CCNA but are not required
? 5 years experience in a technical support, helpdesk, network support position
? Degree valued but not required
? A general understanding of our industry is expected; familiarity with IT management consulting services is helpful.
? Adherence to all job-related practices, policies, and procedures. Requirements LAN - Local Area Network, WAN - Wide Area Network Technology doesn’t change the world. People do.
As a technology staffing firm, we can’t think of a more fitting mantra. We’re extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.
Leader among IT staffing agencies
The intersection of technology and people — it’s where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you’re looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.
We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.
Apply for this job now or contact our branch office at 888.674.2094 to learn more about this position.
All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Location/Region: Buckhead, GA (US)