Responsibilities
- Comprehensive issue documentation
- Complex technical problem mitigation
- SLA Adherence
- Root Cause Analysis
- Escalation as necessary
- Issue management through final resolution
Requirements
Successful candidates will have a multi-year degree in Computer Science, Communications, or a related technical field, or an equivalent level of experience in a similar field, as well as experience with, but not limited to:
- Previous experience in a technical support environment
- Ability to react quickly and effectively in a high pressure, time-sensitive environment
- Successful completion of new and ongoing training for necessary products and services
- Successful working remotely (telecommuting) with limited supervision
- Excellent customer service and communications skills with attention to detail
- Experience supporting call centers, Telephony Equipment, and Private Branch Exchanges Linux Server Administration (CentOS) Database Operations (PostgreSQL) Windows Server Administration (Windows Server 2008/2012) Web Server Management (Microsoft IIS)
In addition, a successful candidate will have two or more of the following skills:
- Database Support – PostgreSQL/MYSQL, Structured Query Languages
- Telephony configuration and troubleshooting experience, including vendor management Basic scripting knowledge (Awk, Bash, Perl, or similar)
- Asterisk / VoIP PBX experience
Candidates for this position must be able to successfully adhere to or complete the following:
- Fingerprinting/background check/drug screening to comply with Federal banking regulations and client requirements
- Compliance with Federal regulations governing privacy, personally identifiable information, and sensitive data
- Reside in the State of Ohio, within commuting distance of New Albany
- Ability to travel up to 20% per year