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Job Description
- Req#: 24-41378
- Monitoring network and telecommunications infrastructure using CA Spectrum and various other tools.
- Provide tier I and/or tier II network support and escalate as needed
- Assist with managing incidents of all severity
- Severity 2 incidents include an MTTR goal of two hours
- Assist and/or lead outage bridges as needed
- Take inbound support calls from internal campus and field customers as needed
- Create incidents and tasks via ServiceNow; will also work with problem and change requests
- Record detailed and accurate customer and problem information in incidents
Role: Onsite Support Technician
Location: Forth Worth, TX (Onsite)
Contract
Job Description:
This entry level position requires prompt technical responses to questions regarding troubleshooting, diagnosing, and resolving problems for hardware, phones, and applications. It requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related documentation and online knowledge articles are used for troubleshooting; incidents are tracked in an incident ticket tracking system. The primary role is to take live trouble-shooting calls as well as email requests daily 100% of the time. The resource must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.
Responsibilities:
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.About the company
We provide Consulting Services for our customer’s project and staffing needs. We also provide Data Management for Clinical Trials.