Technical Support Tier2

Job Title : Technical Support, Tier 2 (Contract) - Job#5530

Worksite : Onsite M-F, Jackson MS

Summary

Under minimal supervision, configures and installs complex hardware and software for IT users' desktops, workstations, POS, security cameras and mobile devices. Provides advanced technical support for software and hardware of end-user computing. Provides advanced troubleshooting to readily identify complex or ambiguous problems and / or technical issues and escalates / delegates to appropriate staff for resolution.

• Responds to complex service desk incidents. Provides complex functional support for onsite field applications and hardware to resolve incidents at remote sites.
• Isolates difficult or ambiguous issues by reproducing the incident, and / or tracing transactions through site specific infrastructure and networks to identify failure points.
• Provides support and acts as liaison for Operational Technology applications and infrastructure.
• Solves for configuration issues at remote site and for truck equipment to include site specific hardware (PCs, laptops, kiosks, workstations, weigh stations, security cameras, POS devices, in truck and mobile tablets, etc.) and associated software.
• Follows-up on incidents passed on to Tier 3 support groups. Coordinates and works with external vendors as needed to resolve facility cabling issues.
• Creates and updates Support and User Guides for frontline support. Train frontline support on new technology as needed.
• Delivers advanced post-development support (including being onsite for new project / program installations and software releases).
• Contributes to creation and modification of complicated system or application monitors.
• Leads Technical Support business initiatives in accordance with Digital Leadership and onsite team members.

Education :

Bachelors Degree (accredited) in Computer Science, MIS, or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience.

Experience :

Three years of relevant work experience (in addition to education requirement).

About Delphi-US

Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for organizations from Main Street to Wall Street. Our mission is simple : To connect great people to great companies. We accomplish this with a proprietary skill-based and cultural matching process that results in higher qualified submissions along with increased interviews and offer rates. You'll find our team is friendly, professional and ready to advocate on your behalf, armed with industry trends, an understanding of employer expectations.