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Description du poste :
Seeking a Customer Support Lead (Tier 3) to support Information Technologies (IT) initiatives in healthcare and federal grants arena. The initiatives include Operations and Maintenance (O&M) services to enable organizations to operate and maintain enterprise systems in response to various legislative, policy, management, and technology changes. The outcomes enable the organization to strengthen its program management and operations in support of its mission to improve and achieve health equity.
Fonctions et responsabilités :
The Customer Support Lead is responsible for the internal or customer administration, maintenance and management of capacity resources for computers at the operating system and infrastructure level. The Customer Support Lead builds, configures, troubleshoots and integrates new and existing servers to provide service enhancements, application deployments and infrastructure upgrades. The Customer Support Lead recommends software and hardware enhancements, diagnoses and corrects issues, defines and implements new services with the goal of achieving maximum server uptime and availability for the customers. The Customer Support Lead conducts system analysis and development to keep systems current with changing technologies. Specific duties and responsibilities include:
• Experience with customer support and leading support for enterprise user service and user support management. • Respond promptly to support request from customers regarding system support, applications support, connectivity issues, software installations, upgrades, etc. and resolve issues to minimize downtime within mission critical systems. • Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Engineers I and II. • Investigates and coordinate resolution and recovery actions for advanced issues. • Assists in training and provides support to Technical Service Tier 1 and 2 Engineers with advanced trouble-shooting needs. • Supports in troubleshooting and identifying issues with the network, platform and product suite. • Continually finds ways to improve process and workflow efficiency, including staying up-to-date on industry best practices.
Qualités requises pour réussir dans ce rôle :
• Must demonstrate experience with ticketing and customer relationship management (CRM) systems to engage multiple stakeholders.
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