Job Summary

Technical Support Specialist

  • Location:
    Ithaca, New York
  • Job reference:
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temp to Hire

Technical Support Specialist
Our client is looking to add a Technical Support Specialist to their team.
Essential Duties and Responsibilities of the Technical Support Generalist include the following.

  • Provide technical support as required for internal and external clients
  • Apply thorough product knowledge and in some cases independent judgment when creating effective product solutions that meet the clients’ business need. This may include gathering requirements and creating, testing, and implementing a customized solution outside of the generally accepted use of a product function.
  • Handle client questions and issues using multiple mediums such as telephone, internet, and email
  • Communicate with client to identify symptoms, causes, and solutions effectively and efficiently
  • Accept and retain ownership for client issues using appropriate escalation path to ensure resolution of issues
  • Communicate with product development and quality assurance staff during the escalation and resolution of issues as directed by senior support center staff
  • Retain thorough knowledge of products
  • Document all client issues in client call resolution system
  • Test functional solutions to client issues prior to implementation
  • Manage open client issues, providing the client and the support department with timely updates regarding the status of the case
  • Ensure service level standards are achieved (as defined by the Technical Support management team)
  • Communicate effectively in a team environment

Associates degree in business application areas, computer science, or a related field

  • One year of product support experience
  • General MS Office skills
  • General understanding of major RDBMS with emphasis on Oracle, MS SQL, and Sybase ASA
  • General knowledge of desktop OS
  • General network communication knowledge
  • General network security knowledge
  • General network administration knowledge
  • General virtualization knowledge
  • General wireless networking knowledge

To learn more about this opportunity apply today or call 315-233-4067

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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