Job Title: Technician III (Hybrid)
Location: Madison WI
Duration: 12 Months
Job Description:
The Technician III is a key role providing multi-tiered support for customer-facing applications infrastructure and services in distributed environment. The scope of this role requires broad and frequent interactions with customers and requires strong technical knowledge problem solving skills and excellent service and communications skills. Additionally this position works with secure networking technologies and systems network and server infrastructure and vendor-based Internet services. This position requires knowledge of desktop and application support technologies and practices networking hardware and connectivity standards knowledge of information security practices and core infrastructure components required to maintain and secure State systems in local office environments. The core components include productivity applications routers switches servers UPS devices computers and printers.
The position requires up to 20% in-state travel to perform onsite work which is generally done independently. This position works without close supervision while onsite and the Technician must be capable of successfully and independently completing the work and representing the State. The position works as part of the technical support team delivering effective solutions and improvements as well as providing skilled customer support that is focused on effectively resolving issues. This is a key support position and frequently interacts and collaborates with staff.
Experience:
| Required: | Strongly Desired: |
- At least 5 to 7 years of experience in a customer-facing multi-tier technology support role.
- Experience working with support request ticketing systems managing ticket updates completing related documentation and maintaining customer communications.
- Experience resolving tickets on first call and when required following established escalation practices.
- Experience with remote support technology tools (screen sharing voice chat etc.)
- Experience providing diagnosis problem resolution and support for enterprise applications and systems.
- Experience establishing and building support workflows and diagrams based on team and customer requirements.
- Experience supporting networked environments connectivity standards security and related infrastructure and physical layers.
- Experience supporting computers printers networks servers and equipment in security compliant data centers and offices.
- Experience with security frameworks and their application to networked environments.
- Experience developing and maintaining a service calendar.
- Experience in non-prime shift on-call technical support as needed.
- Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team.
- The ability to meet and maintain the State of Wisconsins fleet car rental requirements.
- Strong written and oral communication skills.
- Ability to lift 50lbs
| - Experience working on project-based teams that follow Agile methodologies.
- Experience with or knowledge of legacy and modern technologies enterprise-level system design automation planning deployment security and administration system performance monitoring user directories virtualization and network communications.
- Experience in project management and its associated practices.
- Experience with inventory management and planning cycles.
- Experience with vendor management with ordering and warranty support.
|
Knowledge Skills and Abilities:
- Serve as a point of contact for customers seeking multi-tier technical assistance over the phone through email or through the ticketing system.
- Perform remote support as required to resolve the customers request.
- Manage support tickets in a timely manner documenting all related work and providing status updates.
- Develop and modify knowledge base articles that are related to provided solutions.
- Collaborate with technical teams to plan install maintain and recover network server and other infrastructure equipment in DA offices and the data center.
- Monitor and resolve network and systems connectivity performance and security issues to improve reliability and compliance.
- Develop and maintain diagrams procedures and documentation for the proper use and support of DA office infrastructure.
- Implement infrastructure performance and security improvements based on customer feedback.
- Collaborate with team members to audit system security to maintain regulatory and policy compliance.
- Establish and maintain effective working relationships with team customers vendors and all others using principles of excellent customer service.
Top Required skills:
- At least 5 to 7 years of experience in a customer-facing multi-tier technology support role
- Experience working with support request ticketing systems managing ticket updates completing related documentation and maintaining customer communications.
- Experience providing diagnosis problem resolution and support for enterprise applications and systems.
- Experience supporting networked environments connectivity standards security and related infrastructure and physical layers.
Nice to Have Skills:
- Experience working on project-based teams that follow Agile methodologies.
- Experience with or knowledge of legacy and modern technologies enterprise-level system design automation planning deployment security and administration system performance monitoring user directories virtualization and network communications.
Job Title: Technician III (Hybrid) Location: Madison WI Duration: 12 Months Job Description: The Technician III is a key role providing multi-tiered support for customer-facing applications infrastructure and services in distributed environment. The scope of this role requires broad and frequent...
Job Title: Technician III (Hybrid)
Location: Madison WI
Duration: 12 Months
Job Description:
The Technician III is a key role providing multi-tiered support for customer-facing applications infrastructure and services in distributed environment. The scope of this role requires broad and frequent interactions with customers and requires strong technical knowledge problem solving skills and excellent service and communications skills. Additionally this position works with secure networking technologies and systems network and server infrastructure and vendor-based Internet services. This position requires knowledge of desktop and application support technologies and practices networking hardware and connectivity standards knowledge of information security practices and core infrastructure components required to maintain and secure State systems in local office environments. The core components include productivity applications routers switches servers UPS devices computers and printers.
The position requires up to 20% in-state travel to perform onsite work which is generally done independently. This position works without close supervision while onsite and the Technician must be capable of successfully and independently completing the work and representing the State. The position works as part of the technical support team delivering effective solutions and improvements as well as providing skilled customer support that is focused on effectively resolving issues. This is a key support position and frequently interacts and collaborates with staff.
Experience:
| Required: | Strongly Desired: |
- At least 5 to 7 years of experience in a customer-facing multi-tier technology support role.
- Experience working with support request ticketing systems managing ticket updates completing related documentation and maintaining customer communications.
- Experience resolving tickets on first call and when required following established escalation practices.
- Experience with remote support technology tools (screen sharing voice chat etc.)
- Experience providing diagnosis problem resolution and support for enterprise applications and systems.
- Experience establishing and building support workflows and diagrams based on team and customer requirements.
- Experience supporting networked environments connectivity standards security and related infrastructure and physical layers.
- Experience supporting computers printers networks servers and equipment in security compliant data centers and offices.
- Experience with security frameworks and their application to networked environments.
- Experience developing and maintaining a service calendar.
- Experience in non-prime shift on-call technical support as needed.
- Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team.
- The ability to meet and maintain the State of Wisconsins fleet car rental requirements.
- Strong written and oral communication skills.
- Ability to lift 50lbs
| - Experience working on project-based teams that follow Agile methodologies.
- Experience with or knowledge of legacy and modern technologies enterprise-level system design automation planning deployment security and administration system performance monitoring user directories virtualization and network communications.
- Experience in project management and its associated practices.
- Experience with inventory management and planning cycles.
- Experience with vendor management with ordering and warranty support.
|
Knowledge Skills and Abilities:
- Serve as a point of contact for customers seeking multi-tier technical assistance over the phone through email or through the ticketing system.
- Perform remote support as required to resolve the customers request.
- Manage support tickets in a timely manner documenting all related work and providing status updates.
- Develop and modify knowledge base articles that are related to provided solutions.
- Collaborate with technical teams to plan install maintain and recover network server and other infrastructure equipment in DA offices and the data center.
- Monitor and resolve network and systems connectivity performance and security issues to improve reliability and compliance.
- Develop and maintain diagrams procedures and documentation for the proper use and support of DA office infrastructure.
- Implement infrastructure performance and security improvements based on customer feedback.
- Collaborate with team members to audit system security to maintain regulatory and policy compliance.
- Establish and maintain effective working relationships with team customers vendors and all others using principles of excellent customer service.
Top Required skills:
- At least 5 to 7 years of experience in a customer-facing multi-tier technology support role
- Experience working with support request ticketing systems managing ticket updates completing related documentation and maintaining customer communications.
- Experience providing diagnosis problem resolution and support for enterprise applications and systems.
- Experience supporting networked environments connectivity standards security and related infrastructure and physical layers.
Nice to Have Skills:
- Experience working on project-based teams that follow Agile methodologies.
- Experience with or knowledge of legacy and modern technologies enterprise-level system design automation planning deployment security and administration system performance monitoring user directories virtualization and network communications.
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Job Location:
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
