-
ID
#32198451 -
Job type
Permanent -
Salary
Depends on Experience -
Source
Equus Holdings, Inc -
Date
2022-01-19 -
Deadline
2022-03-20
Technical Support - RAID (Redundant Array of Independent Disks) Experience
Minnesota, Goldenvalley, 55416 Goldenvalley USAPermanent
Vacancy expired!
- 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.
- 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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