Crm Remote-emplois à lehi ∙ Page 1

We are seeking an IT Technical Support Specialist Tier II to join our team in Lehi, UT. The ideal candidate will possess experience with technical skills in call center solutions/VoIP technologies, networking, hardware and software troubleshooting, customer service, and working in a team environment.

Responsibilities:

1. Tier II will primarily be focused on providing Tier 1 with support for end users throughout the enterprise by analyzing, troubleshooting, and resolving basic through high-level technical issues (software, hardware, and network processes) using a logical and systematic approach. You will also assist Tier 1 support staff by fielding an overflow of all tech support inquiries.
2. Troubleshoot or build out IVR Scripts and other call center solution
3. Deploy infrastructure or larger scale technology
4. Monitor and respond to system alerts and notifications to identify and resolve potential
5. Perform installation, troubleshooting, and support for desktop and laptop OSes include Windows 11, macOS and Linux.
6. Perform preventative maintenance, including patching, checking, and maintenance of workstations, printers, and peripherals.
7. Develop how-to documentation for frequently asked
8. Provide overnight on-call every according to a This will include being the person that the primary on-call agent can escalate to as needed.

Requirements:

1. Three or more years of experience in IT systems or network Equivalent experience may be considered in lieu of formal education.
2. Personable and effective customer service attitude with advanced listening
3. Strong interpersonal skills and ability to work effectively in a team
4. Familiarity with networking concepts, including IP, subnetting, VLAN and
5. Effective communication skills, both verbal and written, with the ability to communicate with individuals at all levels of the organization.
6. Experience with Microsoft Office 365 suite, MS Azure, and MS Active Directory Domain
7. Knowledgeable in LAN, WLAN, VLAN, TCP/IP, DHCP, DNS protocols, and VPN network technologies
8. Knowledge of call center solutions IVRs, dialing logic, CRM integrations. CXone, Microsoft Teams and Five9 are currently in use in varying capacities.
9. Knowledge of Salesforce User administration, error troubleshooting.

Applicants have rights under Federal Employment Laws. 

FMLA - https://www.dol.gov/agencies/whd/fmla 

EEO- https://www.eeoc.gov/history/equal-employment-opportunity-act-1972 

EPPA - https://www.dol.gov/agencies/whd/polygraph