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