Job Description

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications or improvements
• Ability to investigate and research issues thoroughly with minimal guidance.
• Ability to support security compliance procedures to include assessing vulnerabilities, implementing controls, and reviewing security logs

Requirements

• Two (2) or more years of experience as a system administrator with demonstrated success in performing appropriate functions within large software development programs.
• Two (2) or more years of experience with help desk operations.
• One (1) or more years of experience with Jira.

Required Education and Certification:

• A bachelor’s degree required in engineering, computer science, information sciences, or related field or equivalent in experience and expertise

Preferred or desired qualifications and Experience:

• AWS Certified Solutions Architect – Associate
• Security+