Technical Support, Senior Job Description
Technical support, senior
provides subject matter expertise for Microsoft Windows, Linux and Exchange infrastructure including hardware, operating systems, common services, process improvement and standardization.
Technical Support, Senior Duties & Responsibilities
To write an effective technical support, senior job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support, senior job description templates that you can modify and use.
Sample responsibilities for this position include:
Test modifications to systems to ensure operation before implementing for client's use
Work aging tickets to resolution, engaging appropriate higher level support teams as needed
Provide backup support to Tier I, answering incoming client calls involving questions or issues with services being provided
Independent service work with customer's end users and key roles (CIO, PM )
Support construction management and engineering at site in preparation of daily/weekly reports, gathering data, obtaining drawings/deliverables from vendors and home office engineering
May evaluate and interpret drawings and data
Directs, attends, and participates in staff meetings and related activities
Works with the Division of IT (DIT) to resolve the most complex issues or issues requiring university resources
Provide support to customers and technology partners
Demonstrate general proficiency in the overall end-to-end broadband/broadcast system and solution that is delivered to our customers
Technical Support, Senior Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Technical Support, Senior
List any licenses or certifications required by the position: VCP, ITIL, RHCE, CCNA, MCSA, MCITP, SSL, SCA, HDI, ACSP
Education for Technical Support, Senior
Typically a job would require a certain level of education.
Employers hiring for the technical support, senior job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Education, Science, Chemistry, Business, Information Systems, Management Information Systems, Math
Skills for Technical Support, Senior
Desired skills for technical support, senior include:
Microsoft Word and Excel
MS Products – 4
PC architecture/technology
Networking
Standard Microsoft Windows Applications and Operating systems and good skills in software issues
Server and storage hardware
Windows operating systems and networking preferably from a system administration background
Current industry products and technologies
Linux
Enterprise Backup and Recovery software
Desired experience for technical support, senior includes:
Good understanding of network management and support technologies such as content filtering, caching, proxies, firewall, Active Directory, Novell Netware
Minimum of 7 years of experience in a technical Help Desk capacity
Strong Windows Server skills required- Exchange and Active Directory experience is desired
Java, .NET, PHP, SQL, Oracle
HTML5, CSS, ePUB3, XML, JSON, Flash/Flex, Actionscript, Javascript, VBA
Minimum of 5 years of experience in Technical / Engineering environment
Technical Support, Senior Examples
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Technical Support, Senior Job Description
Job Description Example
Our growing company is looking to fill the role of technical support, senior. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support, senior
- Ensure both the client and internal expectations are met
- This position involves working with our customers, including some of the world’s top network and security experts
- Provides support for the product line (ICD AND ROC), technical selling, key field product applications, well prognosis, and/or completion product performance
- Work with customers who have questions or are experiencing problems with their devices
- Collaborate with team-members, field support staff and engineers to isolate problems and implement solutions
- Keep customers informed of the status and progress of their support ticket
- Share knowledge of the products and industry best practices by contributing to the Customer Knowledge Base
- Mentor other team members in areas you are more experienced
- Undertake NOC and Operational Maintenance duties as required
- Support 24 hour on-call duties as required
Qualifications for technical support, senior
- Excellent communication and written skills with experience executing on customer facing projects and Internal goals and initiatives
- Knowledge of Objective based programing concepts and or working in iOS and Android SDKs (Xcode/ADT)
- Knowledge of various video player technologies is a must
- A background in online advertising, or Internet technologies/companies
- Knowledge of HTML5, iOS and Android mobile platforms
- Excellent problem-solving skills and demonstrated multi-tasking abilities
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Technical Support, Senior Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of technical support, senior. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support, senior
- Subject matter expert (SME) on projects requiring highly technical advice and counsel in order to achieve successful implementation without negative impact to customer service
- First-line product support or fix problems in malfunctioning equipment or software
- Maintain ownership over areas of responsibility as a member of the global support leadership team
- Challenge process norms to innovative & optimize process performance and value
- Degree qualified in a scientific discipline, Chemistry or Materials preferred but not required
- Experience of working within a laboratory environment with common analytical methods and equipment in either a company or academic environment
- Some previous experience in medical device or related regulated industry desirable but not essential
- Acute attention to detail and able to deal with changing requirements and priorities
- Demonstrable ability to work as part of a team and on own initiative
- Working knowledge and experience in the application of Lean / process excellence methodology for problem solving is desired
Qualifications for technical support, senior
- Experience with Extron, Crestron, and SP Controls classroom control systems
- Ability to work occasional nights and weekends hours along with on-call availability
- Systemic view of complex systems and experience with large distributed systems
- Proficient in configuring, and troubleshooting production services
- Configuration and troubleshooting of network FW rules / vlans - an advantage
- High English level written and verbal
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Technical Support, Senior Job Description
Job Description Example
Our innovative and growing company is hiring for a technical support, senior. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support, senior
- Work with ISAAC Program Managers on all campuses to provide technical support, equipment sourcing, and troubleshooting
- Review of blueprints, technical specifications, data entry, running reports and other software troubleshooting may be required
- Work with University Technology Office (UTO) vendors and department units for resolution of any issues and maintain consistency, and tracking through ticketing systems
- On-call and after hours work will be required for emergency service
- Managing day to day and strategic operations of a global senior team of support escalation engineers
- Technical leader for Smart Grid, Smart City, and IoT technologies
- Key stake holder for cross functional technical and departmental problem tracking and remediation
- Face and voice of the customer in critical SME technical investigations/situations
- Forward strategic planning for escalation and sustaining support activities
- Training and mentoring of escalation engineers and lower level support teams
Qualifications for technical support, senior
- 1+ years previous experience in Customer Support, Technical Account Management, and/or Network Security
- Previous experience as a PCI ASV or ability to earn PCI ASV certification are preferred, but not required
- Works well in and supports a team environment
- DBA skill set of basic SQL commands (SELECT, DELETE, INSERT, etc) and backing up and restoring a database in SQL 2000/2005/2008
- Knowledge of configuring and troubleshooting RAID configurations (primarily RAID 0/1 and RAID 5/6)
- Ability to interact and communicate with Senior leadership at all levels
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Technical Support, Senior Job Description
Job Description Example
Our growing company is looking for a technical support, senior. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support, senior
- Develop detailed understanding of client departments’ desktop and portable computing needs and represent these needs to IT management
- Coordinate the rollout of new applications and operating systems to user community
- Act as a focal point for client moves or installations, ensuring customer satisfaction with IT services
- Provide orientation on use of IT services to new clients
- Monitor IT status on desktop initiatives and issues and communicate to affected clients
- Assist help desk in researching and troubleshooting desktop, portable devices, printer and network connectivity problems
- Document problems as needed to engage the help desk in providing desktop support and monitor progress on problem resolution
- Perform site surveys for all purchases, hardware cascades and re-images
- Identify end of life hardware and recommend new hardware purchases and upgrades
- Assist client business units to create and manage the business unit capital budget for hardware and software
Qualifications for technical support, senior
- Strong Windows operating system skills
- Degree or Diploma in Information Technology
- 5+ years of experience supporting enterprise customers in a 24x7 service environment
- Programming experience in at least one language C, .Net, Java, JavaScript and/or other Web-related development technologies (HTML/CSS, PHP, XML/XSL/DTD, HTML)
- Able to produce audience-appropriate technical communications with management, support personnel, and the customer
- Experience in web application development and use of related technologies (Java, JavaScript, HTML, XML/XSL, CSS)
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Technical Support, Senior Job Description
Job Description Example
Our company is looking to fill the role of technical support, senior. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support, senior
- Advising other products suiting the customer (Up selling & Cross selling) ,Product Configuration &Troubleshooting the customer issue at the site
- Guide the customer for product operation & quick start
- Provide advanced technical Support to Customers
- Responsible to facilitate promotional work shops / seminars .Participate as sales support in prescribing various Products for decision makers& Participate when needed in copy fighting
- Responsible of getting continuous updates from Knowledge based and inform concerned parties
- Provide a high level of problem solving in a technical support role
- Compile technical bulletins, fault trees and troubleshooting guides to ensure field personnel have access to latest updates and reference data
- Coordinates and participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution
- Drive resolution of technical complex issues working with application stakeholders development and business operations teams
- Troubleshoot and Develop best practices for running analytics in a heterogeneous data pipeline containing Big Data/Hadoop technologies
Qualifications for technical support, senior
- 2 years’ experience with web services and related standards like REST, OAuth, JSON, SOAP and WSDL
- 2 years of experience using Salesforce and Zendesk for customer support
- Minimum 7 years’ experience in the HVAC field or in a technical support role
- 2+ years in ICD design or completions
- Ability to improvise, think creatively, and find solutions to tricky problems
- Experience with Jira, Zendesk or other tracking tools would be a plus