Senior Help Desk Technician in Cary, NC at Pyramid Consulting, Inc

Date Posted: 1/13/2020

Job Snapshot

Job Description

Immediate need for a talented Senior Help Desk Technician with experience in the Telecom Industry. This is a 6+ Months contract opportunity with long-term potential and is located in Cary, NC. Please review the job description below.
Job ID: 18-56485

Key Responsibilities:
  • This position will provide ticket management, triage and troubleshooting of Incident, Change and MACD tickets for all customers supported by the client Integrated Solutions Desk.
  • Provide exceptional customer service.
  • Ability to keep customer experience in perspective of different customer needs and support contracts.
  • Act as primary technical resource in critical event management situations including providing support on technical and customer calls.
  • Work alerts and alarm notifications associated to incidents to meet all contractual SLA's.
  • Work on cross departmental projects with client internal and external teams.
  • Perform standard changes and follow escalation processes for complex technical issues
  • Operating System Support: Windows/Linux/Cisco IOS.
Key Requirements and Technology Experience:
  • Hardware Support: Server parts replacement (various)
  • Ability to follow vendor RMA processes
  • Application Support: Experience learning and supporting vendor and custom based applications; experience with Active Directory, SQL
  • Technologies/Solutions: Microsoft, Cisco, Linux, VMWARE, SAN Storage, Voice Recording, Call Routing, IVR, routing/switching
  • Must be able to multitask.
  • 2+ years of experience with Operating Systems and Application support
  • Experience using monitoring platforms, responding to alarms.
  • Experience managing ticket queues.
  • Experience with user account management within a solution or application.
  • Familiar with opening vendor support cases and working with vendor engineers on resolutions.
  • Available to work in a mission critical 24/7 operations center: shift work, nights, weekends, holidays, and in inclement weather.
Our client is a leading Telecom Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.