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Senior Support Technician (Microsoft Windows)

Company: Southern Glazers Wine & Spirits
Location: Lakeland
Posted on: February 15, 2020

Job Description:

The Senior Support Services Technician is responsible for software and hardware support (Tiers 1 and 2), with the more senior resources being responsible for complex Tier 2 support tasks. Provides technical advice, guidance and informal training to end users using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality and timeliness of problem resolutions. Works in a team setting, sharing information and assisting others with calls. Core_Job_Requirements * Solid customer service skills * Ability to follow detailed instructions * Ability to troubleshoot and help solve problems * Technical knowledge and skills as required for the position to provide Tier 1 and Tier 2 support Core_Responsibilities Strategy (0%): * Analyze and improve knowledge database to reduce call times and improve call outcomes * Analyze call tracking database to identify trouble patterns, and work with impacted application and technical teams to document steps needed for improvement Execution (90%): * Take and handle incoming calls for support in an efficient and professional manner * Provide first level of support to resolve most basic problems involving infrastructure and client technology components, including but not limited to: client hardware/software, printers, and network components * Provide second level of support to resolve more complex problems involving infrastructure and client technology components, including but not limited to: client hardware/software, printers and network components Building Capabilities (10%): * Stay up-to-date on Southern s infrastructure components to always ensure the highest level of service and support to the organization * Mentor peers to help them build capabilities * Document troubleshooting instructions * Improve efficiency of team to resolve problems Qualifications Education Requirements: * High School diploma, GED or vocational training Required * Bachelor's Degree Preferred (computer science, information systems, business administration or other industry related curriculum) Note: Sufficient and relevant work experience may be considered in lieu of the educational requirements Experience_Requirements * One or more years of work experience, preferably in IT Core_Skills * Proficient oral communication skills * Ability to utilize existing resources to solve problems * Good time management skills (i.e. works efficiently) * Ability to work within a team environment as well as independently * Strong understanding of the IT infrastructure, including specialized experience in one or more areas (e.g., printers, PC s, software programs) Specialized_Skills_And_Technologies * 3 or more years of experience in supporting end users or Windows desktop or mobile devices * Ability to successfully troubleshoot LAN/WAN and VPN desktop or mobile device connectivity issues * Working knowledge of MS Office, Windows and Active Directory * Microsoft Certified Desktop Support Technician or equivalent preferred * Capability to understand Southern s application portfolio as well as how the different systems contribute to daily business operations Job:Information Technology Primary Location:United States-Florida-Lakeland Shift:Day Shift

Keywords: Southern Glazers Wine & Spirits, Lakeland , Senior Support Technician (Microsoft Windows), Professions , Lakeland, Florida

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