Tier Technical Support Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the tier technical support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

L Tillman

Liam

Tillman

1363 Lia Gateway

Phoenix

+1 (555) 100 8174

1363 Lia Gateway

Phoenix

Phone

p +1 (555) 100 8174

Experience Experience

Philadelphia, PA

Tier Technical Support

Philadelphia, PA

Nienow Inc

Philadelphia, PA

Tier Technical Support

Assist users of the client’s products and services by answering questions and using critical thinking to solve problems involving their use
Diagnoses, identifies, isolates and analyzes problems including running database queries and tracking metrics
Monitors and reports system security, performance and events utilizing system monitoring tools
Provide technical support via phone, chat or email
Administration and maintenance of user accounts via LDAP for Microsoft Windows and Red Hat Linux
Provides the weekly metrics reports that identifies and tracks trouble calls, call resolution and other system metrics as well as reviews and analyzes this data to identify trends and provide recommendations for improvements and training
Mentor and trains employees as necessary

Dallas, TX

Tier, Technical Support

Dallas, TX

Sawayn-Runte

Dallas, TX

Tier, Technical Support

Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
Replicating and escalating to CLIENT Tier 3 support staff any Issues involving product performance and/or content issues in accordance with CLIENT Standards
Recommending and updating Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
During an CLIENT system outage, periodically (expected to be no less than hourly during any outage) reporting outage updates to CLIENT Management via email with the number of calls and emails received related to the outage
Participate in activities designed to improve customer satisfaction and business performance
Leveraging the Knowledge Base to assist with the resolution of Issues

present

Detroit, MI

Tier, Technical Support Engineer

Detroit, MI

Cruickshank-Windler

present

Detroit, MI

Tier, Technical Support Engineer

present

You will participate with members of the product development core team representing the Support organization on product decisions
Provide effective and timely communication to support teams
You will provide technical support to customers on specific products, primarily over the email and through phone, but may involve some travel
Participate with members of the product development core team representing the Support organization on product decisions
Create and document new remediation & solutions for emerging issues
You will provide effective and timely communication to support teams
Provide technical support to customers on specific products, primarily over the telephone and through email, but may involve some travel

Education Education

Bachelor’s Degree in Technology Field Preferred

Syracuse University

Bachelor’s Degree in Technology Field Preferred

Skills Skills

Administration and maintenance of user accounts via LDAP for Microsoft Windows and Red Hat Linux
Resolves technical problems and answers queries desk-side or by telephone in support of internal government computer hardware, software, network, and telecommunications systems
Diagnoses, identifies, isolates and analyzes problems including running database queries and tracking metrics
Escalates system issues arising within the entire system architecture including server, workstation, network, or storage hardware, as well as commercial-off-the-shelf (COTS) or custom software
Monitors and reports system security, performance and events utilizing system monitoring tools
Provides the weekly metrics reports that identifies and tracks trouble calls, call resolution and other system metrics as well as reviews and analyzes this data to identify trends and provide recommendations for improvements and training
Mentor and trains employees as necessary
Other duties as assigned
Account administration, hardware builds and configuration, end user documentation and training, software and hardware troubleshooting, and other various tasks associated with end user readiness and support
The ideal candidate will have 2-5 years of experience

Create a Resume in Minutes

10 Tier Technical Support resume templates

Read our complete resume writing guides

Ncis Tier, Technical Support Analyst Resume Examples & Samples

1) 3+ years of experience in providing network operations support. Experience supporting a network with 1000+ nodes is preferred. NOC (Network Operations Center) experience is highly preferred
2) Intermediate level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc)
3) Intermediate level working knowledge of enterprise standard Ethernet media types: Fastethernet, Gigabit and TenGigabit
4) Intermediate level working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
5) Resilient and highly responsive in overcoming adversity, ability to work through a multitude of challenges/obstacle in order to achieve the desired end result
7) Ability and willingness to operate within tightly controlled operational procedures. Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders
9) Strong analytical, organizational, written and interpersonal skills
10) Perform medium complex investigation, diagnoses, resolution, recovery and closure for all network service incidents across all network technologies. These technologies include enterprise level network software and hardware components from various companies and change based on new design standards and business requirements. This intermediate level break-fix task includes all severity issues; some requiring complete resolution within minutes while others are long term in-depth reviews with many teams, businesses and vendors spanning multiple days and weeks
11) Provide timely response to communications from the Tier II Shift Manager, internal colleagues within CTI, Citi business clients, vendors, and others. Coordinate conference calls to conduct technical reviews on on-going incidents including assisting with hardware replacements, major incident troubleshooting and in-depth problem review and analysis. Drive major incident conference calls as a representative of CTI through consistent, professional, and highly assertive communication
12) Perform intermediate and complex operational tasks requiring independent analysis and decision making. In addition this team is responsible for creating incident resolution playbooks, training level 1 technicians across multiple technologies, reviewing monitoring alerts for event correlation and confirmation that incidents have cleared. This documentation, training and review of monitoring will be published to the Global Command Center and Level 2 globally to reduce the amount of incidents that require escalation to the network core infrastructure team or how to troubleshoot them effectively when they occur
14) Collect and perform mediuam to complex reviews of bit level packet captures to identify faults in the network environment including issues on non-network specific hardware and software. Use packet captures to identify and resolve issues on servers, applications, wide-area systems, local area systems, cabling, hardware and network designs
18) Create and manage end to end complex changes required in the network environment to resolve Incidents or restore standard functionality after an incident has been resolved. This includes the creation, planning, coordination and testing of various complex network configurations across all network devices and software versions. Intermediate to advanced understanding of Citi's current network, Citi Global Change Management Process, compliance requirements, vendor hardware and software is required to complete this function

Tier, Technical Support Rep-clinical Resume Examples & Samples

Excellent customer service and support skills and experience, with an overall objective of single call resolution for all customers. 2- 3 years of demonstrated related experience is highly preferred
Previous Experience as a Tier 2, Tier 3 Technology agent in support of various software applications, and firewall knowledge is HIGHLY desired!
Expert knowledge of troubleshooting Microsoft OS, including XP, Vista, 7 and 8, as well as expert experience with current Mac OS
Demonstrated mastery of internet browsers, including IE, Firefox, Chrome, Opera, Safari
Superior soft skills, as well as excellent oral and written communications skills, including the ability to document procedures and create articles for knowledge base, as well as generating customer letters and email communications
Strong knowledge of troubleshooting computer networking issues, including firewalls and permissions, as well as a background in computer hardware, including printers, scanners, and mobile devices (phones/tablets)
Knowledge of MS Access, SQL, and is a plus
Proven experience in utilizing incident tracking systems to documents customer interactions and escalating incidents as appropriate to ensure closure of all tickets
Experience with remote desktop tops, such as Bomgar, WebEx, LanDesk or other
Excellent organizational and time management skills, as well as experience in a high volume call center environment
Demonstrated commitment to providing superior customer support, as well as a positive record related to attendance, punctuality and dependability
Ability to quickly train and absorb new processes and work efficiently during peak support period
Candiates must have the availability to work an 8- hour shift within a 7 AM- 6Pm call center operations
High School diploma or GED Required. Associates degree or similar I.T. help desk support accreditation is a plus

Tier Technical Support Rep Resume Examples & Samples

Troubleshoot subscriber calls for all High Speed Internet Residential Customers
Troubleshoot Time Warner Cable Apps including Phone2Go, TWCTV, MyTWC, and Wi-Fi Finder
Review the On-line outage information to determine area spread outages
Support the Call Center with technical issues as needed
Support field personnel as needed
Work closely with Regional Data Center staff to resolve issues quickly
Resolve all tickets in a timely manner
Communicate pertinent information with Regional Bridge Team
Previous experience working with the general public explaining or troubleshooting internet and voice over IP connected devices

Tier Technical Support Rep Resume Examples & Samples

Troubleshoot subscriber calls for Residential High Speed Internet Customers. Troubleshoot subscriber calls for all Digital Phone Residential Customers
Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB
Work with TOC to determine if the problem may be area wide as opposed to individual
Follow-up with TOC if an area problem is suspected
Review the On-line outage information to determine if the service call may have been scheduled unnecessarily
Review those work orders scheduled by the Call Center Associates to determine if an additional walk thru may resolve the problem over the phones
Attempts will be made to contact customers scheduled for a service appointment that day and service calls scheduled in the future
Follow up with the Technical Support Manager and Training Manager on updating the walk thru steps available through GuideIT and KEY so that a successful walk thru can be achieved on the first call to the Call Center
Support the Call Center with technical issues as needed. Support field personnel as needed. Work closely with Regional Data Center staff to resolve issues quickly
Understand and inform customers of all Time Warner Cable consumer products and services
Inform management of all unresolved complaints
Respond to customer inquiries via e- mail and telephone, or in-person as necessary

Tier Technical Support Rep Resume Examples & Samples

Troubleshoot with TWC subscribers who are having difficulty with video, digital phone and data services utilizing all available diagnostic tools Once problems are resolved, agents are required to introduce new services or products to these customers following a specified sales process and must a meet a monthly sales quotas
Resolve complex data problems that involve local network issues, email issues, modem trouble and other company owned equipment and/or software configurations
Utilize reasoning and critical thinking skills, identify appropriate fix agent and resolve single-user issues
Assist voice customers when needed, including but not limited to calling customers to confirm issue resolution
Assist, coach, train all support representatives on work-related procedures and products
May review tickets for potential system issues to escalate to different group as needed May assist with error trending, analysis and feedback sessions
Works with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
Needs to be able to provide exceptional customer service, works various schedules including on-call support and performs other duties as assigned
Job related 2 year degree or 2 years equivalent work experience required
Certifications in related subject matter Examples include but are not limited to A+, N+, MCSE, CCNA, preferred
Experience in supporting applications and equipment in a helpdesk environment preferred
ICOMS and equipment in a helpdesk environment preferred

Tier Technical Support Rep Resume Examples & Samples

Troubleshoot subscriber calls for al Road Runner Residential Customers
Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB. Work with TOC to determine if the problem may be area wide as opposed to individual. Follow-up with TOC if an area problem is suspected
Review the on-line outage information to determine if the service call may have been scheduled unnecessarily
Follow up with the Technical Support Manager and Training Manager on updating the walk thru steps available through Logical and KEY so that a successful walk thru can be achieved on the first call to the Call Center

Tier Technical Support Rep Resume Examples & Samples

Will be expected to provide customer-friendly and proficient technical support to high speed data customers using phone, email, chat, instant messaging, and other means of communication
Document and escalate issues, and work with other departments, ISPs, or business partners in order to resolve them as quickly and efficiently as possible
Successfully meet or exceed Time Warner Cable’s call handle requirements as measured by periodic call monitoring and individual call statistics
Provide support to installers and field technicians when appropriate and as needed
Monitor the hybrid fiber coax network using various network diagnostic tools for system outages
Open and track trouble tickets as needed
Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience
Network+ or related experience required. A+, CCNA, or Microsoft certifications a plus
Strong working knowledge of all Windows Operating Systems. Knowledge or Apple/Mac Operating Systems a plus
Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs
Excellent listening skills, as well as written and verbal communication skills using phone, email, and other forms of communication
Proficiency with Internet browsers and MS Office
Strong analytical and problem solving skills are essential
Knowledge of ICOMS, including but not limited to, work order entry/close, account research, billing and service code look-up, and credit/debit procedures a plus

Lead, Tier Technical Support Resume Examples & Samples

Proficient with in-depth troubleshooting for customer problems affecting voice, data and video products across divisions and the region
Responsible for providing quality technical support to customers, installation and service personnel
Familiar with the troubleshooting processes and support boundaries for RNOC, GNOC, PAC, CLEC and RDC and routes issues appropriately
Familiar with PAC and provisioning set up so that process errors may be identified and corrected
Demonstrates specialized knowledge in more difficult technical support activities that are non-routing and require deviation from standard screens, scripts and procedures
Assists Supervisor with the management of the departments’ daily activities
Acts as resource for direction, training, feedback and guidance for less experienced staff
Handles escalated and unresolved calls from less experienced representative
Provides exceptional customer service, works various shifts/schedules and performs other duties as assigned
Supports all department and company goals and objectives
Requires Associates Degree or equivalent combination of education and experience in lieu of degree plus 6 months experience as Tier 3 Technical Support Rep and 3 years prior experience in related field/area

Tier Technical Support Specialist Resume Examples & Samples

Research and respond to advanced technical support requests from our growing client base through email, chat, and one-on-one interactions
Work with engineers to escalate high-priority support requests and identify issues with the application
Create and maintain product documentation
Work with the Product Development Team to help map the future of the product
Train and enable the Tier 1 Support team on the application and tools
Collaborate with Salesforce tech support teams for joint engagements

Tier Technical Support Engineer Resume Examples & Samples

Apply expert knowledge of RingCentral services, VoIP technology, networking hardware and software
Provide premium implementation and technical support to RingCentral’s largest customers
Plan, design, install, maintain, troubleshoot and repair RingCentral’s solutions
Understand network architecture required to support RingCentral’s VoIP services
Recommend network hardware, software and design elements
Answer difficult technical questions, solve technical problems and suggest appropriate workarounds
Utilize network performance monitoring tools to isolate and root cause issues
Provide quick and accurate handling of support interactions – phone, chat, screen-sharing, email
3+ years of experience in customer focused role - post-sales technical support
Experience with VOIP technology and terminology including SIP, RTP, QoS, COS, codecs
Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc
Any networking, IT or telecommunications certification is a plus - Cisco CCNA or equivalent is desirable
Experience configuring, updating and supporting VOIP solutions in a multi-location environment
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
Self-motivated with the ability to dive right in, be effective and make a difference
Degree in Computer Science preferred Networking, IT or telecommunications certification is a plus
This is an off hours position
Strong leadership and interpersonal skills, sound judgement, strong analytical skills, and excellent written and verbal communication skills
Knowledge of all functions and related tasks in the area of telephone service delivery
Knowledge of Local Number Portability
Knowledge of telephone products and services
Knowledge of telephone regulations for customer service and service delivery
Knowledge of service trouble shooting diagnostic procedures
Knowledge of IP network architecture, equipment, and software
Knowledge of general accounting and billing procedures
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, telephone billing systems, etc.)
Bachelor’s degree in business or related field, or equivalent experience related Work Experience Number of Years
10 years of experience in Telecommunications
10 years of experience in Local Number Portability
7 years of Supervisory experience
5 years of experience in Customer service and Technical Support
3-5 years of International Number Porting experience

Tier, Technical Support Engineer Resume Examples & Samples

You will participate with members of the product development core team representing the Support organization on product decisions
You will work closely with Development and QA to ensure customer product issues are resolved appropriately
You will provide effective and timely communication to support teams
You will inform support teams on technical details of new product versions
You will provide technical support to customers on specific products, primarily over the email and through phone, but may involve some travel
You will guide and train other support members and customers on Database Security Product
You will document issues and enhancements, maintain a knowledge-base and other knowledge transfer systems
Bachelor Degree, majoring in Engineering, Computer Science, related field/degree, and/or equivalent experience
Proven deep knowledge and at least 3 years of experience in computer architecture, operating system internals (User and kernel)
Strong C and C++ programming and software design skills
3 years of experience in advanced Windows/Linux/UNIX troubleshooting like live kernel debugging, memory dump analysis, memory management, and performance data analysis
Deep knowledge and actual experience in debugging tools like windows debugger, KDB, Microsoft System internals suite (process monitor, process explorer, VMmap etc.)
Proven knowledge on windows and Linux file system filter drivers
High level of knowledge of cyber security threats and vulnerabilities like zero day, buffer overflow, return oriented exploits etc
3 years of experience of deep analysis windows logs, product logs and errors reporting
Hands on experience with tools like metasploit framework etc
2 years of experience in installing, configuration and administration of enterprise level systems
Good knowledge of RPM building and installing in Unix\Linux
Actual experience and knowledge of virtualization technology
Software security orientation
Previous familiarity with Application & Change Control is an advantage
Friendly, open, approachable, positive attitude
Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on - a problem, use documentation, tools, etc. to troubleshoot)
Excellent communication skills (written and verbal) at multiple levels with customers (i.e. technical / management)
Ability to provide technical training, Ability to coach and mentor others
Fluent in English (Read/Write/Speak)
Multilingual - Fluent in other European languages is an advantage

Tier, Technical Support Engineer Resume Examples & Samples

Bachelors or Masters Degree in Computer Science, Computer Engineering, Telecommunications and Networking, Information Security or equivalent qualification
Excellent understanding of Microsoft / UNIX/ Linux operating systems
Strong Networking knowledge and understanding
Excellent Knowledge of Network Security, Switching, routing/routing protocols, IP, Firewalls, VPN's
Good Database(SQL/MySQL) skills
Strong experience in IT providing technical support at a high level
Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
Excellent communications skills (written and verbal) with the capability to tailor content to multiple levels with customers (i.e. technical / management)

Tier Technical Support Rep Resume Examples & Samples

Provide support to customer calls on the more complex service issues. Serve as a liaison between the customer and various departments to troubleshoot and resolve local network problems
Coordinate resolutions with the NOC and GNOC and report updates to the customer
Assist customers with high-speed data and Digital Phone service and may handle some billing, video and on-demand service concerns
Communicate problems as appropriate to management, Road Runner local help desk staff, and Road Runner national help desk staff
Electronic correspondence, including but not limited to: Online Support Systems (OSS) tickets, Help/RR-Comments e-mail/Network status reports, VoIP tickets, IssueTrak Tickets, etc
Perform all other duties as assigned
Must have strong communication skills and excellent customer relation skills with the ability to train staff
Ability to analyze and resolve difficult problems and arrive at logical solutions efficiently
Proficient with Microsoft Windows -based computer software and operating systems. Proficient with MAC OS 7.5.3 or later
Experienced and knowledgeable of LAN's OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration
High school diploma or general education diploma (GED) preferred

Systems Support Tier Technical Support Representative Resume Examples & Samples

Include shifts which may cover support hours from 7am to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday
Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries
Responsible for independent resolution to routine issues, and for notifying management of non-routine issues which need immediate attention and/or escalation
Pinpoint strengths and weaknesses of various alternatives and select or recommend appropriate decisions/solutions
Contributes to the overall structure, content, and organization of the technical support knowledgebase
Monitors the scoring environments by utilizing software applications and tools
Perform system regression testing
Call center or Help Desk experience is preferred
Willingness to work as a member of a team to solve problems and accomplish goals
Experience working with network protocols a plus
Multi-tasking capabilities

Tier, Technical Support Resume Examples & Samples

Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
Associate’s Degree in related technical discipline with six years of related technical experience preferred
Ability to effectively communicate, both written and verbally
Ability to learn including strong problem solving skills
Able to rotate shifts, as needed
Job requirements may vary by country and will not contravene any local laws

Tier, Technical Support Resume Examples & Samples

Providing Tier 1 technical support to Authorized Users for all Contacts received, documenting all case notes in Salesforce Service Cloud, including
Escalating to CLIENT Tier 2 support staff any Issues that cannot be resolved at the Tier 1 level due to complexity or escalation request
Educating CLIENTs customers on CLIENT products and services that will enhance their relationships with CLIENT and increase CLIENTs profitability
Recommending and updating Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner
Analyzing Issue trends, including top Contact drivers, and recommend and implement action plans, with CLIENTs approval, to reduce Issues
Has general knowledge of computers, operating systems, and have had some previous technical/technology training

Tier Technical Support Representative Resume Examples & Samples

Will be expected to provide customer-friendly and proficient technical support to high speed data and Digital Phone customers using phone, email, chat, instant messaging, and other means of communication
Open and track trouble tickets as needed
Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience- PREFERRED
Network+ or related experience required. A+, CCNA, or Microsoft certifications a plus
Knowledge of CSG, including but not limited to, work order entry/close, account research, billing and service code look-up, and credit/debit procedures a plus

Temporary Tier Technical Support nd Shift Resume Examples & Samples

Include shifts which may cover support hours from 12:30pm to 9pm Monday through Friday and 9am to 5pm on Saturday and Sunday
Responds to basic technical and/or product and service questions, methods and procedure issues, and general information inquiries
May be required to work a rotating shift schedule
Provide knowledgeable responses to inquiries in a courteous and professional manner
Provide complete documentation of issues handled
Responsible for meeting effective, timely, quality, and documented solutions to production issues
Looks for and finds ways to improve operations and systems
Pinpoint strengths and weaknesses of various alternatives and select or recommend appropriate decisions/solutions
Contributes to the overall structure, content, and organization of the technical support knowledgebase
Monitors the scoring environments by utilizing software applications and tools
Performs problem resolution, troubleshooting, and diagnosis for calls and emails
Perform system regression testing
High School Diploma or equivalent required. A two-year technical degree or the equivalent in work experience preferred
Call center or Help Desk experience is preferred
Effective listening skills
Willingness to work as a member of a team to solve problems and accomplish goals
Experience working with network protocols a plus

Tier, Technical Support Engineer Unix Resume Examples & Samples

Daily database administration tasks such as
Strong background in administering MsSql (version 2008 / 2008R2 / 2012 / 2014)
Broad Technical Knowledge – understanding of various areas of technology outside database administration such as Operating Systems (Linux and Windows), Networking, Storage (SAN, NAS)
Technical analysis - All candidates must demonstrate a strong ability for incident and problem solving
Project Management - Have a working knowledge of basic project management and task tracking skills
Collaboration -- Strong ability to work with multi-team framework, as an individual and a member of a larger group (Central IPC located in France)
Communications -- strong writing skills, ability to articulate solutions in a concise manner, and presentation skills. Ability to communicate in English with all other database administrators of the Database competency Center
Sense of responsibility (administration of critical databases for the ADP business)
Minimum 3 years of production MsSql instances administration experience
Working knowledge in scripting on windows environment for MsSql instances (T-SQL, Power shell)
Experience in Oracle database administration
Big Data, NoSQL knowledge is a plus as well as ITIL knowledges

Tier Technical Support Resume Examples & Samples

Administration and maintenance of user accounts via LDAP for Microsoft Windows and Red Hat Linux
Resolves technical problems and answers queries desk-side or by telephone in support of internal government computer hardware, software, network, and telecommunications systems
Diagnoses, identifies, isolates and analyzes problems including running database queries and tracking metrics
Escalates system issues arising within the entire system architecture including server, workstation, network, or storage hardware, as well as commercial-off-the-shelf (COTS) or custom software
Prepares, categorizes, tracks, and responds to system problems via a ticketing system and clearly documents observations or captures data for problem resolution as required
Monitors and reports system security, performance and events utilizing system monitoring tools
Develops, documents and implements operating policies and procedures and participates in training as required
Provides the weekly metrics reports that identifies and tracks trouble calls, call resolution and other system metrics as well as reviews and analyzes this data to identify trends and provide recommendations for improvements and training
Mentor and trains employees as necessary
Experience with Active Directory Domain Services (LDAP) and AD Group Policies
Must currently possess or meet the training certification requirements of at least DoD 8570.01 IAT Level appropriate for the position (ie. Security+CE, CCNA-Security, SSCP, CISSP) or be willing and capable of obtaining within 6 months of hire and must maintain the appropriate levels of certification throughout employment
A relevant, current technical certification (ie. VMware VCP5/VCDX6, Linux+, Red Hat, MCSA, Splunk, HBSS, ACAS) or be willing and capable of obtaining within 6 months of hire and must maintain the appropriate levels of certification throughout employment
Must be in good standing with the DoJ and all facilities
Must be a US Citizen and eligible to obtain an Interim DoD Secret Clearance prior to start
Direct experience with developing, administering, and troubleshooting AD Group Policies
Hands-on development, administration, and troubleshooting experience with VMware virtualization products (ESXi, vSphere, View)
Hands-on experience using the Altassian JIRA ticketing system, or experience working with a similar ticketing solution
Experience producing performance metrics through analysis of ticketing system data
Experience with DoD Biometrics
A current Secret Clearance

Business Class Tier Technical Support Rep Resume Examples & Samples

Work independently and in teams to ensure the success of Time Warner Cable
Understand customer needs and expectations on every call to ensure an exceptional customer experience
Develop and maintain a strong customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
Utilize available resources to ensure customer satisfaction and retention
Reinforce customer retention through exemplary problem solving and service
Can speak to customers in a polite and professional manner
Knowledge of Internet and LAN technology, including TCP/IP Protocols
Knowledge of UNIX, NOVELL, LINUX is helpful Knowledge of CSG/ICOMS and Remedy Ticketing system
Network Fundamentals
Security Software
Email client configuration
VPN

HSD / Phone Tier Technical Support Rep Resume Examples & Samples

Provide support to customer calls on the more complex service issues. Serve as a liaison between the customer and various departments
Provide networking instruction and support to residential customers, including network configuration, software configuration and network troubleshooting of PC and Macintosh computers
Monitor and track all service-related complaints
Respond to questions on how to use products, services and associated equipment
Participate in High Speed Internet and Digital Phone product and technical training for customer service and field operations, including developing troubleshooting guidelines and maintaining expert databases
Proficient with Windows-based computer software applications and operating systems including Windows 7 and 8, MAC OS X or later, Android Jelly Bean or higher, and iOS 7, Microsoft XBox 360, Xbox One, Sony PS3, PS4, Roku, Samsung TVs, other internet enabled devices
Solid knowledge of network hardware, software and applications, routers and hubs, proxy server environment
Must have the ability to identify and troubleshoot computer/network communications problems, including interrupt conflicts, and hardware and software compatibility conflicts
A basic understanding of what Voice Over IP is
Must have strong communications skills and excellent customer relation skills with the ability to train staff
Ability to troubleshoot multiple technical operational problems concurrently
Demonstrate ability to meet deadlines while working in a demanding, high-pressure environment
Expert knowledge of online services, browsers and mobile device apps
Understanding of WiFi networks
Understanding of what bandwidth is and how it works
All other Duties As Assigned
MCSE certification
Experienced and knowledgeable of LANs, OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration
High school diploma, GED, or equivalent education required
Minimum of two years experience in computer/network customer service and support environment required

Tier Technical Support Resume Examples & Samples

A minimum of 1-2 years of technical help desk support experience in a Windows environment
Outstanding customer service and detailed documentation are required
Account administration, hardware builds and configuration, end user documentation and training, software and hardware troubleshooting, and other various tasks associated with end user readiness and support
This position requires on-call support on a rotational basis with other team members

Tier Technical Support Resume Examples & Samples

Candidates must have an understanding of Office365 and needs to be able to reimage laptops and PC Computers
Candidate needs to be able to do basic Office365 troubleshooting
Candidate must be able to do windows deployments
Candidate must have citrix domain knowledge and needs to be able to add/delete users
Candidate ideally needs to be able to reboot citrix servers
The ideal candidate will have 2-5 years of experience
Candidate must be reliable, be able to get to work on time, and work with minimal supervision

Tier Technical Support Engineer Resume Examples & Samples

Experience in network repair or maintenance environment
These agents will work with customers who are connecting Broadview Networks’ MPLS Network (most customers are utilizing Cisco routers) and assist them with turn-ups/Activations and acquisitions
Experience supporting or servicing customers in person or via phone
Knowledge of network technologies (i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS)
Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
Strong SIP device knowledge, extensive familiarity with Cisco routers, as well as basic static routing and network VRF standards
Complex routing protocols including BGP, EIGRP, OSPF, RIPV2 and SLA, as well as proficiency in firewall setups covering ACL’s, UDP and TCP are of course recommended, but not absolutely required
Requires knowledge of basic Microsoft office tools
Ability to understand and apply technical concepts
Team skills, including the ability to establish and maintain effective working relationships
Flexibility, versatility, dependability on organizational skills and abilities to self-manage workload
Capable of generating new ideas and continuous improvement efforts

Tier Technical Support Agents Resume Examples & Samples

Providing Authorized Users support via phone, email, and other channels in accordance with CLIENT Standards
Leveraging the Knowledge Base to assist with the resolution of Issues
Having new and revised article requests reviewed by Tier 2 agents and published in the Knowledge Base
Developing an action plan on a quarterly basis to address suggested improvements for CLIENT review. Report monthly on progress and improvements made
During an CLIENT system outage, periodically (expected to be no less than hourly during any outage) reporting outage updates to CLIENT Management via email with the number of calls and emails received related to the outage
Is articulate, with at least a moderate level of business writing skill, and, to the extent required in this Supplement, in Spanish
Gains extensive knowledge of CLIENTs programs, products, services and procedures
Participates in continuous training on new products and services, as they become part of Supplier’s responsibilities

Tier Technical Support Liason Resume Examples & Samples

Provide customer satisfaction on technical issues experienced by our customers
Help resolve issues with Customer Support tools prior to sending to our technical team
Manage the tier 2 issues with Developers and Technical teams to resolve urgent and non urgent bugs
Send daily and weekly reports on all technical related issues
Assist developers on reported issues when confusion arises
Determine customer-facing issue priority level for developer task-forces in an ongoing basis
Create new systems and SLA's with the relevant task- forces
Manage the CJ related features product tools and enhancements and working closely with the product and dev team

Tier, Technical Support Admin Resume Examples & Samples

Work to evaluate and resolve technical problems for assigned and escalated service tickets
Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements
Serve as the escalation point for Tier 1 Support
Applies critical thinking to see incidents and issues to resolution
Support both on-site and remote employees using remote administration tools
Deploy hardware and software leveraging automated processes
Coordinate and transition support items to other IT teams when required, following escalation procedures
Perform Active Directory administrative functions to include account creation, password resets, group membership modification, group policy application/troubleshooting
Comply with established change management procedures and work collaboratively with IT staff to ensure a robust, stable computing environment
Demonstrated competency in supporting Windows 7 & 10 operating systems
Provide mobile device support for Apple iOS, Android operating systems
Ability to travel to other Milwaukee Tool locations on occasion
Manage local vendor relationships for network, telecommunications, and AV support
Log all support actives in ITSM system
Work with Tier 3 staff and Management to make technology recommendations and changes based on data-driven analysis
Outstanding written and verbal communication and documentation skills, with a service-oriented mindset
Demonstrated ability to multi-task and manage competing priorities
A working knowledge of PowerShell is preferred
Minimum of three years of professional experience
Microsoft Professional Certification is preferred but not required

Tier Technical Support Specialist Resume Examples & Samples

Serves as key technical support contact point for customers
Answer incoming technical support escalations, phone calls, and emails in an effective, efficient, and friendly manner
Respond to inquiries, answer questions, and guide customers, dealers, and internal staff through specific procedures to ensure the highest quality software performance and department goals are met
Respond to all inquiries for technical support within defined service level agreements. If research is required on any technical inquiries, communication with the customer is required to update the customer on the status of the request if an immediate answer is not available
Enter information into customer resource management tool in order to ensure proper tracking and metric reports are sent to development and or appropriate business units
Maintain working knowledgebase and Tech Support internal troubleshooting websites, resources, and tools
Send and approve successful resolutions to Management and work to develop CRM knowledge base. * Travel to customer sites and industry trade shows providing technical expertise and assistance with technical operation and customer inquiries

Success Agent, Tier Technical Support Resume Examples & Samples

Act as first level of support for incoming DMP technical questions, product guidance, and platform troubleshooting through the support portal
Conduct hands-on diagnosis of complex technical issues involving data collection, imports, exports, media tagging, the Salesforce DMP platform and product usage
Own the issue and drive to resolution, to ensure high client satisfaction, client engagement and product usage
Meet or exceed issue resolution, right first time, and other operating metrics
Educate other members of the Support team (and in some cases, clients and partners) on new products, related technologies, and recommended approaches
Contribute in enriching FAQs, community forums and internal documentation
Leverage internal toolset to surface ticket trends, commonalities, and recurring issues across clients
Liaise between Solutions, Engineering, and Product teams to enhance support protocols
Stay informed of data-driven marketing news, emerging technologies and competitors' offerings
A proactive approach to self-education and professional development
Understanding of the digital marketing ecosystem and business models (yield, product strategy, sales strategy, campaign strategy)
A dependable and reliable team player who understands the need to assist clients with a sense of urgency
Awareness of common data collection methodologies including but not limited to the following: URL parsing, text mining, content scraping, SDKs, hashed emails
Familiarity with Ad Servers (DFP, OpenX, OAS), DSPs (DBM, MediaMath, Turn), SSPs (AdX, Pubmatic, Criteo) and Third Party Data Providers (Acxiom, AdAdvisor, DataLogix, Exelate, LiveRamp, etc.)
Experience in online Ad Operations, Ad Tech or SAAS platforms
Ability to manage multiple clients and projects simultaneously
Strong analytic and excellent organizational skills
Strong communication and technical writing skills
Excellent attention to detail and follow-through
Empathy and a willingness to champion the cause of the client

Tier Technical Support Coordinator Resume Examples & Samples

Develop creative strategies with clients to find solutions to their marketing automation quandaries
Become a Salesforce Certified Specialist
Regularly contribute your ideas to help us be the best place to work and the best place to be a customer

Download Tier Technical Support Resume Sample as Image file