VLS Systems Inc

Compensation

Full Description

Experience: REQUIRED STRONGLY DESIRED • At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role. • Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications. • Experience resolving tickets on first call and when required, following established escalation practices. • Experience with remote support technology tools (screen sharing, voice, chat, etc.) • Experience providing diagnosis, problem resolution, and support for enterprise applications and systems. • Experience establishing and building support workflows and diagrams based on team and customer requirements. • Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers. • Experience supporting computers, printers, networks, servers, and equipment in security compliant data centers and offices. • Experience with security frameworks and their application to networked environments. • Experience developing and maintaining a service calendar. • Experience in non-prime shift, on-call technical support as needed. • Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team. • The ability to meet and maintain the State of Wisconsin’s fleet car rental requirements. • Strong written and oral communication skills. • Ability to lift 50lbs • Experience working on project-based teams that follow Agile methodologies. • Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications. • Experience in project management and its associated practices. • Experience with inventory management and planning cycles. • Experience with vendor management with ordering and warranty support. Knowledge, Skills, and Abilities: • Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through email, or through the ticketing system. • Perform remote support as required to resolve the customer’s request. • Manage support tickets in a timely manner, documenting all related work and providing status updates. • Develop and modify knowledge base articles that are related to provided solutions. • Collaborate with technical teams to plan, install, maintain, and recover network, server, and other infrastructure equipment in DA offices and the data center. • Monitor and resolve network and systems connectivity, performance, and security issues to improve reliability and compliance. • Develop and maintain diagrams, procedures, and documentation for the proper use and support of DA office infrastructure. • Implement infrastructure performance and security improvements based on customer feedback. • Collaborate with team members to audit system security to maintain regulatory and policy compliance. • Establish and maintain effective working relationships with team, customers, vendors and all others using principles of excellent customer service. Top required skills: • At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role • Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications. • Experience providing diagnosis, problem resolution, and support for enterprise applications and systems. • Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers. Nice to Have Skills: • Experience working on project-based teams that follow Agile methodologies. • Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.