As400 / iSeries Help Desk: Viotech Solutions

TITLE: Customer Support Specialist

REQUIRED SKILLS: 3-5+ Years Experience

DURATION: Consult

Principal Accountabilities:

Customer Support Specialist is responsible for Level I software and hardware support. Diagnoses and resolved problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support areas when necessary. Assists in the resolution of application, hardware, and software problems. Operations support tasks includes running and monitoring jobs, job restarts, problem determination with batch jobs, report generation and reprints, and monitoring back-up processes and off-site tape management processes.

Responsibilities:

• Provide 1st Tier help desk support to all customers and users:

• Log all incoming problems and requests and actions taken to resolve them

• Attempt to troubleshoot and resolve problems and satisfy requests

• Correctly refer unresolved problems to higher level support work groups

• Respond to live call referrals from Analysts and provide technical support to Analysts

• Update the problem record upon problem or request resolution, or escalation.

• Diagnose complex technical issues and involve appropriate resources to speed problem resolution

• Provide follow-up status to end-users in accordance with specified support policies and procedures

• Provide in-depth technical analysis of problems

• Mentor other agents on the team

• Successfully handle calls from difficult clients

• Develop and present short technical presentations to other agents or to clients

• Contribute technical solutions to knowledge base

• Ensure closed problems are adequately documented Increase personal knowledge of the technical environment with the goal of increasing first-call resolution rates

• Improve knowledge of, and ability to operate, all support tools and technologies

• Compile and prepare periodic status, performance, and trend reports for management review

Operations Responsibilities:

• Monitors systems and alerts, as well as host components of the network to ensure all are fully functioning as expected

• Initiates corrective action or carries out instructions to resolve system problems

• Responds appropriately to system Alerts or highlighted console messages

• Identifies and escalates problems involving disk allocation, device assignments, job streams, resource contention, and other components of production processing

• Assists in resolving technical computer operations hardware problems

• Follows documented operations and system escalation procedures

• Logs system downtime/Slowdowns when it occurs

• Notifies Computer Operations Manager/Supervisor of any problem situations and files appropriate information problem records

• Sends and receives electronic file transmissions using workstation computers on behalf of our customers in a timely and accurate manner as required

• Assist with maintaining department metrics related to system performance, volume, up time, slowdowns, and outages

• Performs any other related functions as outlined by department management

• Must practice and exhibit excellent attendance

• Overtime will be required based on business needs

Knowledge Areas:

• Windows XP/Vista Workstation, Windows Server 2000/2003/2008

• iSeries/AS/400

• UNIX – AIX

• Enterprise Job Scheduling (BMC Control-M a plus)

• Networking protocols - TCP/IP

• Network Topologies