DESCRIPTION Provides advanced level telephone and on-site end-user support for hardware installations and software applications. Uses knowledge and experience to perform a variety of tasks requiring in-depth analysis and evaluation in making decisions and recommending solutions. Extensive contact with internal customers is required to identify, research, and resolve problems.
RESPONSIBILITIES • Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial off the shelf (COTS) and proprietary software via telephone/remote control access and occasional on-site support. • Monitors the call tracking system for new Incidents and Requests in addition to troubleshooting and resolving client issues per service level agreements. • Provides detailed documentation of activity in the call tracking system. • Communicates technical information to a non-technical audience. • Assists clients with the installation of corporate standard software images. • Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user support. • Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems. • Documents product problems and their resolutions in a knowledge database for future reference. • Participates in testing new product releases and\or enhancements. • Leads or participates in projects requiring cross functional coordination.
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