Technical Support Representative

Confidential Company  •  Cherry Hill, NJ

IT Consulting/Services

Salary depends on experience
Posted on 08/12/17 by Cynet Sytems
Cherry Hill, NJ
IT Consulting/Services
Salary depends on experience
Posted on 08/12/17 by Cynet Sytems

We are looking for Technical Support Representative ?for our client in Cherry Hill, NJ

Job Title: Technical Support Representative

Job Location: Cherry Hill, NJ

Job Type: Contract – 12 Months / Contract to Hire / Direct Hire

“US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.”

Job Description:

  • Receive inbound calls from customers
  • Respond to inquiries and assist as needed using existing security and IT software
  • Maintain knowledge of Operations Center applications and processes.
  • Maintain security and IT roles with in a water utility
  • Maintain call handling skills, escalate issues as appropriate
  • Meet all contractual service level agreements with security and IT
  • Operate a desktop computer
  • Skills: Strong customer service, organizational, communication, problem resolution skills.
  • Ability to compile and present information and respond to inquiries from groups of managers, associates, customers.
  • Proficient typing and computer skills.
  • Perform in an open atmosphere and supportive work environment

Capable use of CLIENT security functions:

  • Picture Perfect/Lenel (ex: lock and unlock doors)
  • Proximex
  • Temp track
  • Threats and assessments
  • Near misses
  • Logging occurrences into Perspective (event vs. outage)
  • Badge creation
  • VSOM, video review, LPR
  • Door and gate schedules, exercise gates

Capable use of CLIENT IT functions:

  • Password resets
  • Unlock accounts
  • HP Openview ticketing
  • Map network drives
  • Install/uninstall software
  • Navigating Active Directory

Capable NOC level 1 support:

  • Monitor Solarwinds for up/down nodes and circuits
  • HP Openview ticketing when alerts are auto-generated into HPOV and updating tickets
  • Out Of Band device (POTS line access to devices for troubleshooting)?
  • Ticketing and incident handling (for prioritization)
  • Escalating outbound calls to Level 2 support

Capable batch processing and SAP monitoring:

  • Batch process monitoring for 2883 processes during a month on varying frequencies
  • Schedule is developed during  day and launches at 6PM
  • If item is stuck Automic monitoring system notifies CLIENT monitoring staff and then escalation path is initiated
  • SAP monitoring to run Tcode SMQ2 6 to 9 times per nightly shift
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