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IT - IT Specialist - Technical Support (Mid Level)

IT - IT Specialist - Technical Support (Mid Level)

LancesoftShrewsbury, MA, US
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Top 3 must haves - Customer Service Skills, Troubleshooting experience, multi-tasking skills

Role Overview :

  • Troubleshoot user problems at the desktop.
  • Knowledge of PC hardware, software and networking issues.
  • Independently resolves hardware break-fix issues, network connectivity and application related questions for third party products.
  • Escalates or perform server functions, particularly related to resolving issues at the desktop as well as TCP / IP connectivity and IP set-ups.
  • Coordinates with the appropriate subject matter experts to obtain assistance to resolve concerns for proprietary applications of the client.
  • Assist Project Managers in the end to end process for destination moves and hardware / software upgrades.
  • Includes client interviews, technology evaluations and recommendations, developing integration requirements, application configuration / distribution, UAT, on site resource management, technical training and Day One support.

Technical Support Specialist (Senior Level) Job Duties :

  • Evaluates system potential by testing compatibility of new programs with existing programs.
  • Evaluates expansions or enhancements by studying work load and capacity of computer system.
  • Achieves computer system objectives by gathering pertinent data;identifying and evaluating options;recommending a course of action.
  • Confirms program objectives and specifications by testing new programs;comparing programs with established standards;making modifications.
  • Improves existing programs by reviewing objectives and specifications;evaluating proposed changes;recommending changes;making modifications.
  • Evaluates vendor-supplied software by studying user objectives;testing software compatibility with existing hardware and programs.
  • Performs and / or attends hardware / component factory acceptance testing.
  • Places software into production by loading software into computer;entering necessary commands.
  • Places hardware into production by establishing connections;entering necessary commands.
  • Maximizes use of hardware and software by training users;interpreting instructions;answering questions.
  • Maintains system capability by testing computer components.
  • Prepares reference for users by writing operating instructions.
  • Maintains historical records by documenting hardware and software changes and revisions.
  • Maintains client confidence and protects operations by keeping information confidential.
  • Maintains professional and technical knowledge by attending educational workshops;reviewing professional publications;establishing personal networks;participating in professional societies.
  • Contributes to team effort by accomplishing related results as needed.

    • Technical Support Specialist (Senior Level) Skills and Qualifications :

  • Problem Solving
  • Presenting Technical Information
  • Process Improvement
  • Software Maintenance
  • Software Testing
  • Network Design and Implementation
  • Load Balancing and Scalability
  • Vendor Relationships
  • Software Performance Tuning
  • Network Performance Tuning
  • Database Performance Tuning
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    It Support Specialist • Shrewsbury, MA, US