ITMS System Support Specialist - Tier 2

Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues.

Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools.

Ability to communicate effectively and professionally with all customer contacts.

Ability to provide clear written communication for ticket/project updates.

Clear written communication to maintain organization and control over all information related to customer tickets and assignments.

Excellent verbal skills for customer interaction.

Customer Satisfaction through the delivery of world class Support Services.

Optimizing productivity while assigned to customer tickets or projects.

Ability to prioritize work through ticket and project status.

Problem-solving and resolution of network issues and escalating where appropriate.

Ticket Quality Control and Ticket Management.

Customer Service including phone, video, and email communication.