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Tier 1 Technical Support Specialist

Job Description

Tier 1 Technical Support Specialist


Interactive Business Systems has partnered with a Cincinnati company to locate a Tier 1 Technical Support Analyst for a long-term contract role. 



The successful candidate will be responsible for the support and optimization of Applications and will work with business analysts, project managers, quality assurance analysts, and developers to provide  production support for internally and 3rd party developed software applications in a fast-paced environment. 


Duties & Responsibilities:



  • Receive and record incoming incident calls, chat requests, and web requests into the incident management system
  • Answer, troubleshoot, research, and resolve incidents and service requests in accordance with SLAs, department goals, and individual performance targets.
  • Perform password resets after verifying customer credentials
  • Promote data security awareness and report security breaches to management.
  • Assign incidents timely to appropriate systems status information to allow customers to manage their technical interaction with the systems.
  • Acquire and maintain current knowledge of relevant information technology procedures, systems, and applications.
  • Make suggestions for the continuous improvement of departmental procedures.


Job Requirements

Tier 1 Technical Support Specialist


Required Skills and Experience:



  • Associate's Degree in technical field and 2+ years of related technical and/or customer service experience; OR 4+ years experience in Service Desk technical position in lieu of a degree.
  • Demonstrated understanding of quality concepts including service level adherence and desire for continuous improvement
  • Demonstrated ability to learn new concepts quickly due to the complexity of the computing environment
  • Demonstrated excellent customer service skills and ability to communicate effectively with internal and external customers, both verbally and in written communication
  • Ability to work quickly and with focus in a fast-paced environment. 


Interested candidates should send a resume and brief cover note to the attention of Samantha Clements (sclements@ibs.com) at Interactive Business Systems.



IBS offers a competitive salary and comprehensive benefits package to all employees. Referral and sign-on bonuses may also be available.



About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider. 

Job Snapshot

Location US-OH-Cincinnati
Employment Type Full-Time
Pay Type Hour
Pay Rate $17.00 - $20.00 /Hour
Store Type IT & Technical
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Company Overview

Interactive Business Systems (IBS)

Our business model is based on developing strong relationships with both our clients and our consultants. We take the time to learn our clients' business and understand their challenges and goals. Likewise, we get to know each of our consultants, their skills and experience, and the path they seek to grow their careers. Armed with knowledge and vision, IBS works with IT managers to identify just the right IT staffing or solutions-based consulting services that get the job done right the first time. By investing ourselves in the success of our clients and our consultants, we create outcomes that benefit both and build the foundation for long-term partnerships. Learn More

Contact Information

US-OH-Cincinnati
Samantha Clements
513-984-2205 x. 104
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Snapshot
Interactive Business Systems (IBS)
Company:
US-OH-Cincinnati
Location:
Full-Time
Employment Type:
Hour
Pay Type:
$17.00 - $20.00 /Hour
Pay Rate:
IT & Technical
Store Type:

Job Description

Tier 1 Technical Support Specialist


Interactive Business Systems has partnered with a Cincinnati company to locate a Tier 1 Technical Support Analyst for a long-term contract role. 



The successful candidate will be responsible for the support and optimization of Applications and will work with business analysts, project managers, quality assurance analysts, and developers to provide  production support for internally and 3rd party developed software applications in a fast-paced environment. 


Duties & Responsibilities:



  • Receive and record incoming incident calls, chat requests, and web requests into the incident management system
  • Answer, troubleshoot, research, and resolve incidents and service requests in accordance with SLAs, department goals, and individual performance targets.
  • Perform password resets after verifying customer credentials
  • Promote data security awareness and report security breaches to management.
  • Assign incidents timely to appropriate systems status information to allow customers to manage their technical interaction with the systems.
  • Acquire and maintain current knowledge of relevant information technology procedures, systems, and applications.
  • Make suggestions for the continuous improvement of departmental procedures.


Job Requirements

Tier 1 Technical Support Specialist


Required Skills and Experience:



  • Associate's Degree in technical field and 2+ years of related technical and/or customer service experience; OR 4+ years experience in Service Desk technical position in lieu of a degree.
  • Demonstrated understanding of quality concepts including service level adherence and desire for continuous improvement
  • Demonstrated ability to learn new concepts quickly due to the complexity of the computing environment
  • Demonstrated excellent customer service skills and ability to communicate effectively with internal and external customers, both verbally and in written communication
  • Ability to work quickly and with focus in a fast-paced environment. 


Interested candidates should send a resume and brief cover note to the attention of Samantha Clements (sclements@ibs.com) at Interactive Business Systems.



IBS offers a competitive salary and comprehensive benefits package to all employees. Referral and sign-on bonuses may also be available.



About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider. 

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