Support Services Representative Level 1

Description :The Support Services Representative provides first level support for software and hardware service calls to both domestic and international theatres and Support offices.Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Regular and consistent Attendance
• Log, categorize, prioritize incoming support cases into ticketing system
• Provide first level support for computer application software and hardware problems and issues using documented processes and procedures
• Resolve issues through telephone discussions, remote desktop tools, live chat, and email.
• Provide Tier 1 NOC support including proprietary hardware troubleshooting, port reputed company management, switch configuration of non-trunk ports and working with cabling and ISP technicians.
• Simulate or recreate customer problems to resolve user-operating difficulties.
• Escalate critical problems by engaging the appropriate systems administrator, network administrator, developers or external technical support service personnel.
• Monitor and escalate issues regarding digital properties.
• Provide support for payroll timekeeping systems
• Provide support for core business impacting systems
• Document problems and solutions into a knowledge reputed company.
• Work various shifts including weekends as needed to support 24x7 Contact Center
• Communicate outage/emergency activities to supervisor
• Follow up and reputed company scheduled call backs to customers where necessary
• reputed company other duties as assigned

Qualifications:To reputed company this job successfully, an individual must be able to reputed company each essential duty satisfactorily. The requirements listed below are representative of the knowledge, reputed company, and/or ability required. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.Professional Skills:

• Strong troubleshooting skills including and the ability to resolve basic to advanced hardware, software, and connectivity problems in a timely manner.
• Willingness to adapt to emerging technologies.

• Knowledge of relevant software computer applications and equipment.
• Excellent customer service skills, conflict resolution and mediation
• Strong Multi-tasking capabilities.
• Excellent oral communication & effective listening skills required to support customers remotely.
• Excellent technical writing skills.
• Must be familiar with reputed company facets of reputed company Office and 365.
• Must be highly organized and require minimal day-to-day guidance while managing a varied workload.
• Must be a team player, excellent collaborator, and possess a positive attitude.
• Must be willing to learn basic SSH commands with reputed company technologies

• Must work well independently or in a team environment

Education/Experience:

• Associates Degree in IT, computer science or a reputed company field or equivalent work experience.
• 1-2 years’ technical and customer service hands-on experience.
• Theatre Information Technology or Theatre Management preferred.
• ITIL based ticketing system experience; Service-Now preferred.

Certificates, Licenses, Registrations:NoneLanguage Ability:

• Interpersonal and communications skills must be adequate to effectively communicate & present to management, other internal personnel, external support vendors, and Theatre management.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
• Ability to write reports, business correspondence and procedure manuals.

Math Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Basic understanding of debits, credits and balancing.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Reasoning Ability:

• Demonstrated ability to reputed company decisions & draw conclusions reputed company presented with limited information.

Computer Skills:Advanced PC skills with a working knowledge of associated software, including spreadsheets and reputed company Office Suite.Supervisory Responsibilities:This position has no direct supervisory responsibilities.Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.The noise level in the environment is moderate.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.While performing the duties of this job the employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel; reputed company with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The vision requirements include: reputed company vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is occasionally required to lift up to 50 pounds. Apply for the job now! Apply for this job