Technical Support Engineer

Infinite Computer Solutions; Georgia; On-site; USD 70,000 - 100,000; Full time

Job summary

Infinite Computer Solutions in the United States (Georgia) seeks a Client Experience Migration Technical Support Representative to ensure superior service by resolving migration-related issues for Fiserv data center consolidation projects. You will troubleshoot, gather details, analyze, and escalate as needed, including after-hours events during go-live.

The role requires 5+ years in a service desk, strong networking/security knowledge, Windows Server administration, virtualization, ITIL

Qualifications

• Experience: 5+ years in a service desk or equivalent role at 2nd or 3rd level.
• Strong understanding of networking, security, and related infrastructure.
• Hands-on experience with Windows Server administration and virtual machine management.
• ITIL Knowledge: Familiarity with ITIL frameworks and best practices in service delivery.
• Excellent verbal and written communication.
• Customer focus and ability to work in multidisciplinary teams.

Responsibilities

• Maintain ownership of escalated cases and ensure timely resolution.
• Diagnose, analyze, and resolve complex technical issues escalated by clients by working with various technical teams.
• Deliver exceptional support and maintain high levels of client satisfaction.
• Collaborate with clients to understand their needs and ensure effective solutions.
• Administer and support Windows Server platforms and virtualized environments.
• Monitor, maintain, and manage system performance and reliability.
• Troubleshoot network-related issues and ensure secure connectivity for clients.
• Document processes, incidents, and resolutions to maintain a robust troubleshooting database.
• Work closely with cross-functional teams, including product development, client WAN, program and project managers and engineering.

Skills

5+ years service desk experience

Networking

Security

Windows Server administration

Virtual machine management

ITIL knowledge

Verbal and written communication

Customer focus

Teamwork

Education

Graduate

Tools

Windows Server

Virtualization

ITIL tools

Job description

Client Experience Migration Technical Support Representative

Client Experience Migration Technical Support Representative ensures the delivery of superior customer service by providing timely and efficient resolution of technical issues related to the Fiserv data center consolidation/migrations. This role involves troubleshooting, gathering details and screenshots, analyzing, and resolving escalated issues from clients and internal teams, thereby ensuring continuous client satisfaction. The position requires participation in off-hours support, including early mornings/late evenings and weekends (usually Sunday) as needed based on migration go live events.

Required Skills And Qualifications

• Experience: 5+ years in a service desk or equivalent role at 2nd or 3rd level.
• Technical Skills:
• Strong understanding of networking, security, and related infrastructure.
• Hands-on experience with Windows Server administration and virtual machine management.
• ITIL Knowledge: Familiarity with ITIL frameworks and best practices in service delivery.
• Communication Skills: Excellent verbal and written communication.
• Customer Focus: Proven ability to deliver superior client service and maintain satisfaction.
• Teamwork: Capable of working independently and within a multidisciplinary team.

Key Responsibilities

Maintain ownership of escalated cases and ensure timely resolution.

Preferred Qualifications

Additional Requirements

• Technical Issue Resolution:
• Diagnose, analyze, and resolve complex technical issues escalated by clients by working with various technical teams.
• Customer Service Excellence:
• Deliver exceptional support and maintain high levels of client satisfaction.
• Collaborate with clients to understand their needs and ensure effective solutions.
• System Administration:
• Administer and support Windows Server platforms and virtualized environments.
• Monitor, maintain, and manage system performance and reliability.
• Networking and Security:
• Troubleshoot network-related issues and ensure secure connectivity for clients.
• Documentation and Reporting:
• Document processes, incidents, and resolutions to maintain a robust troubleshooting database.
• Collaboration and Communication:
• Work closely with cross-functional teams, including product development, client WAN, program and project managers and engineering.
• Communicate effectively with stakeholders to ensure alignment on solutions.
• Banking, financial applications, or core systems experience.
• Network/infrastructure support
• Background/experience in Information Technology, Computer Science, or a related field.

Qualifications

Graduate

Range Of Year Experience-Min Year

9

Range Of Year Experience-Max Year

10