CyberCoders Help Desk Support Specialist in Westborough, Massachusetts
Help Desk Support Specialist Help Desk Support Specialist - Skills Required - Level 1 and Level 2 Support, Microsoft Windows Operating Systems XP and above, Microsoft IIS 6 and above, Microsoft Virtual Machine/Server or Hyper-V/VMWare, Relational Databases
We are looking for a Help Desk Support Specialist to provide day-to-day 1st and 2nd line technical phone and email support to our global client base.
There is a 24x7 after hours support call rotation requirement (for rarely occurring critical production issues only) with a coverage period of 1 out of every 6-8 weeks.
You must be able to work alternate shifts to accommodate clients in different time zones, including 12pm-8pm.
The role will include travel, in US and Continental Europe, as well as to our head office and customer locations in the UK.
What You Will Be Doing
Provide 1st and 2nd line customer support as required; support activities include logging calls within the incident management system, assistance over the phone and/or via remote system access, performing problem investigation / verification, providing work-around, providing customer feedback and updates, closing calls.
Ensure all calls are handled following support workflow and within SLA,
Work efficiently with minimum distraction and maintain reasonable backlog
Communicate clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects
Handle customer escalations, including those with high visibility
Participate in forums, respond to technical questions, share product knowledge with peers as much as possible
Create knowledge-base articles, test documentation, user guides, technical application notes, FAQs and similar customer-facing materials
Build, configure and manage Customer-specific test environments using Virtualized Microsoft Windows servers and clients, SQL server and Oracle DBs, and IIS Web servers
Keep abreast of appropriate Life Sciences regulatory labeling requirements
Conform with Corporate Quality, Support and Services procedures
Perform informal and formal execution of test scripts and completion of corresponding Validation documentation as required by Regulatory and Quality guidelines
What You Need for this Position
Bachelors degree in Computer Science, CIS, MIS, Computing Systems, or related technical field and / or a background or experience in a Software technical support role
1) Support skills:
A logical approach to problem solving and trouble shooting
Able to multi-task in a fast-paced environment with minimal supervision
Willingness to go the extra mile to ensure customer success and satisfaction
Attention to details & actively listening
Able to balance the demands of multiple clients simultaneously
Easily approachable, reacts calmly under stressful situations
Receive constructive criticism well
Able to work under pressure
Ability to document support cases clearly, concisely and timely
Desire and Ability to quickly learn new concepts and technology
Knowledge of software support procedures and practices preferred but not required
Knowledge and experience on KCS knowledge management practice desired but not required
Able to work alternate shifts to accommodate clients in different time zones, including 12p-8pm and 24x7 rotation during part of year.
Able to travel to client sites both in the US and Europe
2) Technical skills:
Fluent with Microsoft Windows Operating Systems both client and server
Experience with Microsoft IIS 6 and above
Knowledge and experience with relational databases, SQL Server 2000 and above and/or Oracle 10g and above
Experience with Microsoft Virtual Machine/Server, Hyper-V or VMWare
Basic understanding of computer networks and how to trouble shoot networking related issues
Knowledge about Web based software applications and how to trouble shoot
Proven experience in either document management, printing and or labeling solutions across the enterprise
Knowledge and experience in web services
Knowledge and experience in trouble shooting and supporting of windows based applications
Knowledge and experience with N-tier applications
Knowledge and experience with ODBC preferred
Comfortable and experienced with complex database driven client-server and web based applications
3) Communication and personal skills:
Able to write clearly and concisely with a good attention to detail and quality (fit for purpose)
Excellent verbal and written communication skills including active listening and questioning skills
Communicate effectively with manager and colleagues
Communicate in a professional manner when working with clients
Able to build internal and external relationships
Effective team player in both co-located and geographically distributed environments
What's In It for You
Opportunity for career advancement includes transitioning to a Hypercare Customer Success Specialist with focused, proactive assistance as a product, solution and domain expert, up to and including being part of the implementation team and/or post-implementation Customer team supporting and/or using the application. Longer term career options beyond Sr. Support roles include Implementation Consultant, Pre-Sales Engineer, and Technical Account Manager.
So, if you are a Help Desk Support Specialist with experience, please apply today!
Applicants must be authorized to work in the U.S.
CyberCoders, Inc is proud to be an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
Help Desk Support Specialist MA-Westborough BF2-1467889