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Tier 1 Technical Support Specialist in Cincinnati, OH at Interactive Business Systems

Date Posted: 6/25/2018

Job Snapshot

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 contract-to-hire role.

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

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

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.