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Technical Support- Ticketing

Company: Careerbuilder US
Location: Draper
Posted on: January 12, 2021

Job Description:

Role: Technical Support-Ticketing Location: Draper UT 84020 (Remote for now) Contract Duration: 9 months Schedule: 3rd Shift --- 9pm-8am (10 hr. shift with 1-hour meal break). Will likely include 1 weekend day shift (either Saturday or Sunday) in a 4x10 workweek Description: Regularly provides technical support expertise in a complex cloud platform environment with the need to support the Virtustream Service Desk, as well as Virtustream enterprise class, mission critical, production environment for the xStream IaaS Portal for Virtustream software customers. Agent will support our Virtustream Enterprise Cloud, Virtustream Federal Cloud, and HealthCare Cloud services. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Virtustream business operations and the business operations of Virtustream customers. Apply technical support expertise to resolve and escalate customer issues. Customer requests may be received by Support Centers through automated alerts, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field Virtustream employees, Chat and Web support calls. Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. Identifies and provides resolutions to technical problems. Use troubleshooting tools, content, and analytical practices to help determine best way to resolve identified and unidentified problems. This position requires interaction and coordination among several different groups within the Product Development group including Operations, Development, QA and Support. Job Requirements: DUTIES AND RESPONSIBILITIES: --- Respond to customer-initiated service and incident tickets for reported problems and queries. --- Act as a customer liaison and point of contact throughout the ticket lifecycle --- Troubleshoot production problems with Virtustream software products for and with customers. --- Take initiative to accomplish tasks involving communication/coordination with Operations, Development and QA teams. --- Improve existing processes and/or develop new processes to improve efficiency where needed. --- Partner with various engineering teams to troubleshoot, analyze, and resolve tickets. --- Ability to work well as a member of a large team spanning multiple cultures and time zones. --- High self-motivation and ability to learn multiple technologies and software applications with little supervision. --- Ability to multi-task several projects at a time. --- Ability to communicate clearly both verbally and in written form; especially technical concepts. Skills Desired: --- Customer Centric Focus. --- Practical decision making and problem resolution skills. --- Excellent systems, software and network troubleshooting skills. --- Beginner to Intermediate virtualization knowledge and experience working with virtualization tools (e.g. VMware vCenter, OpenStack or similar) --- Basic knowledge of Linux OS --- Experience with enterprise networking/storage/servers hardware; especially as it relates to virtualized environments. --- Excellent (written and spoken) communication and customer support skills. --- Basic Experience with configuration and maintenance of web servers (e.g. IIS 7.0, NGINX, Apache) --- Familiarity with Two-Factor Authentication concepts. --- Experience with Docker, Amazon S3, and HTTP protocols is a plus.

Keywords: Careerbuilder US, Draper , Technical Support- Ticketing, Other , Draper, Utah

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