Technical Support Tier II


Technical Support Tier II

What to expect:

This position provides multi-level technical support for diagnosing, reproducing, and fixing software and hardware issues such as NFS, the UNIX remote file sharing protocol; CIFS, the Windows NT remote file sharing protocol; client’s dedicated multi-protocol network file servers which feature an innovative architecture, optimized file system including Write Anywhere File Layout (WAFL) and powerful proprietary micro kernel based operating system Data ONTAP, which features an integrated RAID protection for data security.

Functional Description of Employee:

  • Will resolve customer problems via the telephone, WEB, E-mail, Chat or Auto-support (Automated E-mail response system) and be responsible for addressing customer technical issues through the use of technical expertise, knowledge base, and any tools which provide for the customer’s success.
  • Will initiate, track, and resolve customer’s technical issues and address them immediately or escalate the case to the appropriate level of support.
  • Will partner with other technical staff members in support of various processes of the case management cycle and other functions that may be assigned.
  • Will create content solutions accessible to customers, partners and field support persons via designated website.

Key Qualifications:

  • Associate’s degree in related field or advanced vocational training with two to four years related experience; or three or more years of related work experience
  • 3 Years + Experience in UNIX or Windows Networking Administration or Technical Support.
  • Some Holidays required
  • Computer skills, including experience operating within a Windows environment and proficient internet navigation skills
  • Ability to perform light hand activity work at a computer/telephone station in an office environment.
  • Ability to communicate in a clear and effective manner, both verbally and in writing
  • Intermediate to advanced customer service skill, which includes patience, plus the ability to listen carefully, empathize, analyze, and adapt to customer situations
  • Intermediate to advanced problem solving skills with ability to identify root cause of customer issue
  • Able to work flexible work schedule as required
  • Ability to provide customer satisfaction while adhering to policy and procedure
  • Courtesy blended with empathy, understanding, and patience
  • Enthusiasm and positive response

Education and Professional Certifications:

High school diploma or equivalent experience Associate's Degree in related technical discipline One or more technical certifications, preferred but not required: i.e., Cisco Certified Design Professional (CCDP), Cisco Certified Network Professional, Cisco Certified Network Associate (CCNA), Microsoft Certified Systems Administrator or equivalent vendor certification, CompTIA A+ Certification and/or CompTIA Network+ Certification and/or, other related technical certification

Benefits Package:

  • Health Insurance
  • Dental Insurance
  • Vision Plan
  • 401K with company contribution match
  • Tuition Reimbursement
  • Employee Stock Purchase Plan (NYSE: CVG)

Thank you for your interest and selecting Convergys Corporation as your employer of choice.

Concentrix is an EEO/AA/M/F/Vet/Disability Employer.

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