• Technical Support Specialist, Tier 2

    State/Province
    Florida
    City
    Miramar
    Position Type
    Regular Full-Time
  • Overview

    Come Be Apart

     

    Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

     

     

    Responsibilities

    • Diagnose and resolve escalated technical issues until resolution in accordance with pre-determined escalation procedures
    • Open, capture details, resolve and close tickets in the IT Service Management application (Service-Now)
    • Ability to peruse multiple issues for commonalities, then diagnose and resolve the issue(s)
    • Present recommendations for additions and/or modifications to Service Desk knowledgebase to ensure information for troubleshooting issues and proven resolutions are repeatable by all support specialists
    • Monitors system status of network, servers, PBX and takes action when necessary
    • Prioritize time, tasks, project and ability to work independently
    • Ability to multitask in a very fast paced, high volume environment
    • Must be able to type 40 words per minute accurately
    • Perform other job duties as assigned

    Qualifications

    • High School diploma or equivalent. (some college, A+, Network +, and Microsoft certifications a plus)
    • Minimum of 2 years recent and relevant helpdesk experience troubleshooting personal computer and various software applications such as Windows XP/Vista/7/8, Mac OS, Microsoft Office, Internet Security (VPN), Internet Explorer, Safari, Sun Java and various other applications
    • Experience troubleshooting TCP/IP (DNS, UDP/TCP, ARP), Microsoft Terminal Server, VMWare, Email, Citrix and client specific applications
    • Experience with web-based programming (HTML & JavaScript) is a plus
    • Experience with major incident triage, including management of outage bridge, documentation of troubleshooting, and ability to lead bridge-type meetings towards incident resolution is a plus
    • Must have excellent communication and customer service skills
    • A successful candidate would have service orientation and problem solving skills
    • Must be flexible and be able to succeed in a fast paced environment
    • Ability to work 1st or 2nd shift

    Competitive Compensation and Benefits which include:

    • Health/ Dental/ Vision/ Flex Spending Benefits through Aetna
    • 401k, Retirement (35% match)
    • Generous PTO and Holiday Plan!
    • Maternity/ Paternity Paid Leave
    • Tuition Reimbursement ($4K / year)
    • Great Place to Work
    • Community Action Team

     

    When smart creative and passionate people get together, the results are astounding and the opportunities limitless.


    Achieve your potential at Arise.


    Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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