Technical Support- Ticketing
Company: Careerbuilder US
Location: Draper
Posted on: January 12, 2021
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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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