Support Specialist II job vacancy in Austin, Texas SPECTRAFORCE TECHNOLOGIES Inc.

Vacancy expired!

Job Title: Support Specialist II

Location: Austin TX

Duration: 6 Months

Hours/Shift worked:Swing shift/graveyard shift: 3-4 pm- 12 AM (Swing) 12 AM-9 AM (Graveyard)

Job Description:Our IT Helpdesk teams provide 24/7 support services to a global customer base.This role supports our IT Helpdesk teams by determining the priority of helpdesk support tickets/requests and routing these tickets to the appropriate teams within the IT Helpdesk.Additional duties include assisting the Workforce Management team by creating, maintaining, and analyzing IT Helpdesk scheduled services. Responsibilities will be proactive and reactive in nature and will include daily real-time analysis of schedule compliance by technicians, support case triaging, and support channel health.

Role Responsibilities:Evaluate scope and priority of incoming work and then route to appropriate support teams.Assist with schedule generation and schedule auditsSupport Workforce Management team with real time resource and traffic analysis including generating and reviewing support channel volume data reportsIdentify and communicate risk and severity of issues to service managers

Qualifications:Ability to communicate effectively with cross functional partners in an IT environmentProficient with Mac and/or Windows OSExcellent written and verbal communication skillsFlexible and willing to respond quickly to urgent or changing processesNatural curiosity and proven ability to learn new skills quicklyPassion for ensuring high quality customer experienceAbility to thrive in a dynamic, growing environment with minimal direct supervisionAbility to autonomously work in a fast-paced environmentAvailability to work weekends and holidaysAvailability to work swing and/or graves shiftsExcellent customer service skills

Preferred Qualifications:Familiarity with IT helpdesk issuesAny experience in workforce management, with a focus on scheduling and operationsAssociate degree, STEM, or Computer Science

Top 3 must-have HARD skills:

Comprehension of task assigned to route to correct team

Ability to communicate with teammates/proper channels

Problem solving/flexibility to pivot to different aspects of job quickly

Good to have skills:

Familiarity with MacOS and Windows Operating Systems

Technical Background

Self-starter

Years of experience required1+ YOE

Degrees or certifications requiredAssociate degree preferred, not required

Vacancy expired!

ID	#41109027
State	Texas
City	Austin
Job type	Permanent
Salary	USD Up to $22 22
Source	SPECTRAFORCE TECHNOLOGIES Inc.
Showed	2022-05-18
Date	2022-05-10
Deadline	2022-07-09
Category	Et cetera
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Job Details

Support Specialist II

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