Sr Technical Support Rep
ViacomCBS
New York, NYThis was removed by the employer on 5/8/2017 11:54:00 AM PST
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Full Time Job
Overview and Responsibilities
The Senior Technical Support Representative (Sr. TSR) reports to a Manager or Director of Technical / Customer Service. The Technical Support Representative will provide the expertise required to maintain and support various IT systems, adhering to strategic department and company standards. The Technical Support Representative will provide a high level of customer service, advanced technical support for end user software and hardware, as well as network, server, and telecommunications support as needed. They will also assist in the management of the Technical / Customer Service and Support groups, and dedicate a sizable portion of her/his time to technical project work.
PRINCIPAL RESPONSIBILITIES:
• Provide second level support to the divisional community for software, hardware, and various infrastructure related issues.
• Provide advanced level support to both Technical Support Representatives and Customer Support Representatives (phone support), handling the more complex software/hardware issues that require a higher level of knowledge.
• Function as a technical resource for IS&T departments on individual projects initiated by customers, Manager of Technical Service or the Director of Customer Service.
• Lead and perform project management of Rollouts of new software/hardware to ensure consistency in IS&T technical standards.
• Provide advanced level support for standard and custom application portfolio suite.
• Assist and lead various infrastructure projects, as well as any support and maintenance that may be required (this includes desktop, server, telecom, and networking).
• Provide video conference setup support and basic troubleshooting.
• In-depth knowledge of current IS&T hardware and software standards, network topology and desktop standards.
• Ability to follow through on support related issues with customers, vendors, and IS&T staff.
• Act as liaison between business community and IS&T.
• Strong customer service skills.
• Contribute to New Technology discussions.
• Communicate accurate status to members of the IS&T management team.
• Ability to communicate technical subject matter to non-technical staff.
• Operate within a team of field support representatives, while maintaining the skills to work autonomously.
• Provide off hours support for Desktop problems that require immediate assistance.
• Supervise and mentor interns and consultant staff
• Provide AV installations and support
• Capacity to organize, prioritize and solve multiple issues simultaneously in a timely and efficient manner.
• Light scheduled off hour maintenance.
• Occasional off-site support.
Basic Qualifications
• A. / B.S. in a computer science related field (or) 6 years experience in system administration and support.
• Exceptional knowledge of all Microsoft Operating Systems and/or Mac Operating Systems.
Additional Qualifications
• Ability to troubleshoot remote technologies (i.e. VPN, Citrix, and wireless solutions).
• Ability to independently troubleshoot new technologies as they emerge (including software).
• Proven track record of being detail oriented, with outstanding follow-through.
• Support for smartphones and tablets
• Strong desire to help others (customer service), positive attitude, excellent problem solving, communication, and organizational skills.
• Exceptional Knowledge of all Microsoft Office Suites, including Outlook/Exchange and /or Office for Mac
• Strong knowledge of Help Desk ticketing software (i.e. ServiceNow).
• Strong knowledge of PC and MAC systems, laptops, and printer hardware.
• Troubleshoot and support Rightfax technology
• Strong knowledge of Cisco phone topology
• ITIL Certification