Technical Support Associate

Jobtailor; Memphis (TN); On-site; USD 42,000 - 65,000; Full time

Job summary

Jobtailor in Memphis, TN is seeking a technical support specialist to assist customers with hardware and software issues via phone and web. The role requires flexibility to work hours and shifts including weekends and holidays if needed.

You will determine root causes by liaising with customers, clarify information, and provide solutions while collaborating with engineers, account managers, and developers. Training and certification exams are required.

Qualifications

• Knowledge of x86 architecture.
• Knowledge of server management tools: IPMI and command line tools.
• Knowledge of OS - Linux or Windows.
• Knowledge of server logs and OS logs.
• Knowledge of Network architecture.
• Meeting deadlines - SLA (Service Level Agreements) and KPI (Key Performance Indicators).
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable.
• Experience in talking with customers to defuse situations.

Responsibilities

• Provide technical support over phone and/or web to customers on hardware and software issues.
• Determine requirements and/or root cause of technical issues by working with customers.
• Resolve problems by clarifying issues; researching and implementing solutions.
• Drive customer satisfaction through service excellence.
• Work with engineers, account managers and developers.
• Attend and complete all required training and certification exams.

Skills

Technical Support

Server Management

Linux or Windows OS Knowledge

Customer Communication

SLA and KPI Management

Tools

IPMI

Command Line Tools

Server Logs

OS Logs

Network Architecture

Hands-on Server Experience

Job description

• Provide technical support over phone and/or web to customers on hardware and software issues
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determine requirements and/or root cause of technical issues by working with customers
• Answer inquiries by clarifying desired information; researching, locating, and providing information
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests
• Ensure escalation situations are managed and corrected quickly and professionally
• Drive customer satisfaction through service excellence
• Work with other engineers, account managers and developers
• Provide and contribute information such as fault triage and training materials
• Attend and complete all required training and certification exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)

Requirements

• Knowledge of x86 architecture
• Knowledge of server management tools: IPMI and command line tools
• Knowledge of OS - Linux or Windows
• Knowledge of server logs and OS logs
• Knowledge of Network architecture
• Meeting deadlines - SLA (Service Level Agreements) and KPI (Key Performance Indicators)
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable
• Experience in talking with customers to defuse situations

Core Competencies

Proficient in providing technical support for hardware and software issues, with a strong focus on customer satisfaction and problem resolution. Experienced in server management, network architecture, and working collaboratively with cross-functional teams.

Highest-signal resume keywords

• Technical Support
• Server Management
• Linux or Windows OS Knowledge
• Customer Communication
• SLA and KPI Management

Hard Skills

• X86 Architecture
• Server Management Tools
• IPMI
• Command Line Tools
• Server Logs
• OS Logs
• Network Architecture
• Hands-on Server Experience

Soft Skills

• Customer Service
• Problem Solving
• Communication
• Flexibility

Certifications & Qualifications

• Training and Certification Exams

Industry Keywords

• Service Level Agreements
• Key Performance Indicators