glassdoor sales-marketing technical support

Technical Support


Position Number: 335067
Location: Baltimore, MD 21231
Position Type: Long Term Contract
Required Skill Set:ServiceNow, Technical Support, Windows 10, XenApp
Position Description:
  • *C2C is not available**
  • *Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**
Job Title: Technical Support

Requirement Number: 26530
Start Date: ASAP
Duration: 12 Months
Location: Baltimore, MD 21231
  • As directed, perform and document work activities related to analysis, evaluation, building, testing, or implementing planned IT software solutions and processes and/or enhance, maintain or support existing products/processes as per defined services level agreements.
  • Acquire and apply business/IT knowledge.
  • Organize own activities for short term or sub-project/components under the direction of experienced personnel and reports on status.
  • Gain product experience and technical skills through assigned role and training.
  • Ensure adherence to standards as outlined in the management model. Utilize best practices to improve products and services.
  • Provide 24x7x365 on-call support rotation.
  • Works with major problem management, production release management, service delivery and incident management teams.
Qualifications

POSITION SPECIFICATIONS
  • 4-year relevant degree or equivalent experience.
  • Typically, 3-8 years’ experience in related experience in desktop, virtual desktop, and remote support.
Appropriate technical skills:
• Windows 10 support & troubleshooting
• Office 365 support
• Second and Third level support of users’ technology related issues.
• Remote troubleshooting and application support
• Support of the all company devices including Azure, Citrix Xen Desktop, XenApp, and Desktop technologies.
• Ensure all assets meeting compliance and security patches and feature/OS upgrades.
• Experience supporting, creating and troubleshooting Virtual Desktop technologies including Citrix Studio, Receiver, VDA, and VCenter.
• Experience with Service Now, SLAs and metrics.
  • Ability to understand and communicate customer issues.
  • Ability to work independently.
  • Strong communication skills (written and verbal)
Preferred:
  • Performs this service in support of Energy delivery.
  • Works under direct supervision and follows standard procedures to accomplish assigned tasks.
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