Senior Help Desk Technician

Pyramid, Inc

Cary, NC

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Call Routing, Cisco IOS (Internetworking Operating System), Cisco Network Systems, Customer Experience, Customer Support/Service, Event Management, Hardware Administration, Help Desk, Identify Issues, Linux Operating System, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Multitasking, Network Routing, Network Switching, Operating Systems, SQL (Structured Query Language), Server Support, Service Level Agreement (SLA), Software Administration, Storage Area Network (SAN), Systems Administration/Management, Technical Support, Telecommunications Industry, User Account Administration, VMWare, Voice Response Systems

LOCATION

Cary, NC

POSTED

1 day ago

Immediate need for a talented Senior Help Desk Technician with experience in the Telecom Industry. This is a 6+ Months contract opportunity with long-term potential and is located in Cary, NC. Please review the job description below. Job ID: 18-56485 Key Responsibilities: This position will provide ticket management, triage and troubleshooting of Incident, Change and MACD tickets for all customers supported by the client Integrated Solutions Desk. Provide exceptional customer service. Ability to keep customer experience in perspective of different customer needs and support contracts. Act as primary technical resource in critical event management situations including providing support on technical and customer calls. Work alerts and alarm notifications associated to incidents to meet all contractual SLA's. Work on cross departmental projects with client internal and external teams. Perform standard changes and follow escalation processes for complex technical issues Operating System Support: Windows/Linux/Cisco IOS. Key Requirements and Technology Experience: Hardware Support: Server parts replacement (various) Ability to follow vendor RMA processes Application Support: Experience learning and supporting vendor and custom based applications; experience with Active Directory, SQL Technologies/Solutions: Microsoft, Cisco, Linux, VMWARE, SAN Storage, Voice Recording, Call Routing, IVR, routing/switching Must be able to multitask. 2+ years of experience with Operating Systems and Application support Experience using monitoring platforms, responding to alarms. Experience managing ticket queues. Experience with user account management within a solution or application. Familiar with opening vendor support cases and working with vendor engineers on resolutions. Available to work in a mission critical 24/7 operations center: shift work, nights, weekends, holidays, and in inclement weather. Our client is a leading Telecom Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

About the Company

Pyramid, Inc

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