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  • ID
    #32198451
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Source
    Equus Holdings, Inc
  • Date
    2022-01-19
  • Deadline
    2022-03-20

Vacancy expired!

Position: Technical Support - RAID (Redundant Array of Independent Disks) Experience

Location: Golden Valley, MN - Hybrid Remote/Onsite

Equus Compute Solutions has an opportunity for a

Technical Support Representative that will have a hybrid

remote and onsite scheduled in

Golden Valley, MN.The Technical Support Specialist is responsible for assisting customers by providing phone/email support and troubleshooting of computer hardware, including desktops, notebooks, servers, storage systems, and related software.

Essential Duties and Responsibilities include the following (Other duties may be assigned):
  • Demonstrates commitment to core values by leading, acting and behaving in a manner consistent with these values.
  • Maintain a high standard of customer satisfaction while following Equus policies, procedures and warranties.
  • Research, resolve, and respond to various customer inquiries received via telephone, e-mail, and voicemail in a timely and accurate manner.
  • Use troubleshooting techniques and/or remote access to identify technical issues, investigate root causes, and resolve customer hardware and/or software issues.
  • Maintain working knowledge of company’s products, applications, and services.
  • Collaborate with internal departments to ensure that technical support issues are properly addressed.
  • Create internal case, RMA, and service request transactions to ensure timely support of customers’ hardware technical issues and Equus warranty SLA’s.
  • Document daily tasks in our computer tracking system and assist in documenting resolutions to maintain internal knowledge base.
  • Document trouble-shooting procedures, current status, and resolutions for all contacts.
  • Provide communication and document progress on all escalated issues to management and other support teams.
  • Provide outstanding customer-centered quality support and service, ensuring the highest levels of customer satisfaction.

Essential Education, Skills and Experience:
  • AA or other 2-year technical degree in related discipline and 3+ years’ experience in a technical support environment with direct customer contact and prior experience building, upgrading, and troubleshooting systems; or equivalent combination of education and experience required.
  • Additional technician certification such as, A+, Network +, Security + and MCSE preferred.
  • Thorough knowledge about hardware, software, network and server related issues and basic key boarding skills required. Familiarity with Windows operating systems required.
  • Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage concurrent customer issues to successful completion.
  • Detailed troubleshooting, customer service, organization, and communication skills are essential.
  • An ability to perform a variety of tasks under pressure, often changing assignments on short notice is required. Also required is an ability to handle customers with tact and patience.
  • Server hardware, software, and RAID configuration knowledge is required.
  • Windows server administration and support is a requirement. Linux server administration and support and VMWare familiarity is highly desirable.
  • Requires flexible schedule for possible shift changes and after-hours, weekend, and holiday on-call support.

Vacancy expired!

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