Full Job Description
The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships.
The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% - Support & Enablement:
Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
40% - Delivery & Execution:
Has administrative rights; can make change to systems hardware and software
Documents, reviews and ensures that all quality and change control standards are met
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
Interacts and builds relationships with site leadership where applicable
10% - Administration & Operations:
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket
25% - Learning:
Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
NATURE AND SCOPE
Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Must be legally permitted to work in the United States
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience: 1 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
1-3 years of relevant work experience
Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software
Proficient in Microsoft Office standard applications
Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems
Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments
Experience with administering antivirus software
Experience with administering mobile devices and mobile device management systems (iPhone, Android)
Experience with data management (backup) software and Windows Server
Experience with DNS, DHCP, Internet infrastructure, and IP informational tools
Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
Experience contributing to and developing content for a knowledge database and team training documentation
Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks
Knowledge, Skills, Abilities and Competencies:
Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations