Deployment Tech Support Specialist
RADAR
LinuxServiceNow
Store Technical Support Specialist
RADAR
full-time
Posted on:
Origin: • 🇺🇸 United States • California, New York
Visit company websiteSalary
💰 $30 - $50 per hour
Job Level
Mid-LevelSenior
Tech Stack
Linux
About the role
- Partner with IT Engineering Teams and other departments to deep-dive and find root causes for customer and deployment issues
- Drive tasks, projects and issues to timely resolution for external and internal customers
- Support RADAR’s employee onboarding/off-boarding process
- Work with external vendors to schedule maintenance dispatches and minimize customer impact
- Provide support to customers through Jira and other ticketing tools and communicate resolutions
- Collaborate with engineering to escalate issues and produce reports for customers and stakeholders
- Participate in on-call rotation and adhere to SLA agreements
- Manage dispatch process including scheduling with vendors and customers
- Collaborate with Hardware team to ensure RMA equipment is received and tested
- Resolve complex problems by referring to related tickets and documentation
- Create and edit documentation and runbooks for troubleshooting
- Use monitoring tools and analyze appliance logs
- Identify and automate processes in Jira to increase efficiency
Requirements
- 3+ years Helpdesk/ Customer Support experience
- Capable of explaining technical issues to non-technical audiences
- Able to work independently
- Able to work in a fast-paced environment while exhibiting a strong attention to detail
- Experience using service desk management software to track support requests, monitor KPIs, and enhance performance
- Ability to evaluate, escalate and drive issues to resolution
- Previous experience supporting retail customers
- Strong problem-solving and organizational skills
- Ability to think creatively to find solutions to complex issues
- Work well under pressure and manage multiple priorities
- Flexible and able to work additional hours, as necessary
- Able to write reports, business correspondence, and procedure manuals
- Analytical mindset with the ability to analyze data and identify trends
- Intermediate knowledge of Linux
- Intermediate Network knowledge
- Intermediate knowledge of terminal, CMD, SSH and Telnet
- Ability to collaborate with partners and hardware teams to streamline maintenance dispatches
- Preferred: able to script using Linux
- Preferred: knowledge of API Integration across business platforms
- Preferred: advanced knowledge of Jira Service Management Desk
- Preferred: experience using Retool or other automation tools
