Remote - Work from Home - 3rd Shift - 1 am - 9 am (EST)
Our client has a temporary to direct hire opportunity for a Technical Support Analyst.
Looking for someone with at least 2 years technical support experience including SQL knowledge along with Redhat Linux experience and ITIL knowledge preferred.
The Technical Support analyst ensures a positive relationship with all customer accounts by furnishing first-level triage, first-level technical resolution, and by appropriately escalating issues as necessary in a timely manner.
Provide 1st tier triage of customer support issues, complaints, requests and issue resolution in a timely manner.
Escalate difficult issues to the appropriate technical group(s) as needed.
Maintain records, logs, and reports of assistance to provide root-cause analysis, resolution process, and statistical information
Respond to and resolve pages sent from automated system monitoring software
Work with client IT; troubleshoot connectivity issues between source system and client server
Provide suggestions to help improve the support and technical implementation processes
Formal training program after high school preferred
At least 2 years help desk, technical support and general IT database experience
Experience with SQL and relational databases;
Experience in Red Hat Linux and Microsoft Servers.
Familiarity with support of mobile devices, VPN, Active Directory.
Scripting experience preferred
ITIL Highly preferred
Superior customer service and communication skills
Ability to troubleshoot and resolve issues in a timely and efficient manner
Telecommuting is allowed.
Internal Number: 19677
About Oxford Solutions, Inc.
Since 1998, Oxford Solutions has solidified our reputation as a reliable, cost-effective staffing solutions provider…whether it’s a mission-critical project of any magnitude, or simply to fill a necessary temporary opening to keep operations running smoothly.