Tech Support Rep 2 Job in Orem 84057, Utah Us

Job information

This position provides multi level technical support for diagnosing, reproducing, and fixing software and hardware issues such as NFS, the UNIX remote file sharing protocol; CIFS, the Windows NT remote file sharing protocol; Client dedicated multi protocol network file servers which feature an innovative architecture, optimized file system including Write Anywhere File Layout (WAFL) and powerful proprietary micro kernel based operating system Data ONTAP, which features an integrated RAID protection for data security.

Must pass a background check

1 to 2 years + Experience in UNIX or Windows Networking Administration or related Technical Support in a call or data center, back up and recovery in Exchange DR, Veritas, Lotus notes, AIX.
Basic understanding of NFS, Unix remote file sharing protocol, CIFS, Windows NT remote file sharing protocol, TCP/IP, RAID, Microsoft exchange or Veritas software. Flexibility to meet the needs of a 24 ? 7 account, some Weekends and Holidays required, Able to work flexible work schedule and/or overtime as required (based on client need)
Proficient computer skills, Microsoft office excel, word, email a must including experience operating within a Windows environment and proficient internet navigation skills
Ability to perform light hand activity work at a computer/telephone station in an office environment
Ability to communicate in a clear and effective manner, both verbally and in writing Intermediate to advanced customer service skill, which includes patience, plus the ability to listen carefully, empathize, analyze, and adapt to customer situation Intermediate to advanced problem solving skills with ability to identify root cause of customer issue
Ability to provide customer satisfaction while adhering to policy and procedures
Courtesy blended with empathy, understanding, and patience
Enthusiasm and positive response

Dimension Scope:

Provide basic to complex technical support to client customers while working under general supervision and following standard procedures and written instructions to accomplish assigned tasks. Assist external/internal users of the client''s technical products or services by answering questions and solving problems involved in their use. Typically supports IT hardware and software products. Support is primarily related to external clients. Solid knowledge of the organization; products; and/or services is required. Respond to customer inquiries by referring them to published materials; secondary sources; or more senior staff; if applicable. Serve as a resource to other support personnel. May support more than one client product line.

Principal Duties and Responsibilities:

Provide basic to complex technical support via phone, live (chat), or e-mail by determining the best support options which may include personal ownership until the completion of the case, requesting external support and/or escalating the case to a higher level technical support representative.
Apply existing technical skills and begin to develop advanced skills using tools and equipment appropriate for the position or specialization.
Troubleshoot simple to complex hardware and/or software issues
Follow appropriate escalation path to resolve technical issues from customers
Assist external users of the client''s technical products or services by answering questions and solving problems involved in their use.
Identifies, investigates and researches user questions and problems, and may refer to technical, professional or service personnel for follow-up, as appropriate.
Respond to basic to complex inquiries of a technical nature through case management.
Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise.
Develop subject matter expertise in area of assignment
Respond to voice mail messages from customers other parties in timely manner
Make follow up outbound calls to customers, other p
See above

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