Technical Support: Tier 2 in Addison, TX at HumCap Recruiting

Date Posted: 11/30/2019

Job Snapshot

Job Description

As a Technical Support Specialist you will be responsible for resolving
systematic and/or operational issues for clients in a timely and professional
manner. You will manage client accounts by analyzing, reproducing and resolving
complex situations which may be related to software, hardware, or network
related issues. You will be expected to prioritize and manage multiple issues
while maintaining the high level of service our clients have come to expect.
The Ideal Applicant
The ideal applicant can:
• Analyze, diagnose, reproduce and resolve
systematic or operational issues encountered by clients, partners, over the
phone, email, in the field or remote support session.
• Resolve issues in a timely and efficient
• Educate users on software use and its best
• Assist in the planning and implementation of
software solutions for clients.
• Create, track and manage client issues
utilizing a ticketing system.
• Ensure complete understanding of all trouble
tickets and online support tools needed to effectively serve clients.
• Prepare documentation regarding software and
industry best practices, issue awareness, and solution implementation.
• Simulate client environments in order to
effectively reproduce client issues.
• Rotate On-Call and emergency response tasks as
Education & Experience

Bachelor’s degree or equivalent experience. Focus on Information
Technology preferred.
• 3+ years of Client Support experience.
• 3+ years of experience as a Microsoft-focused
System Engineer in a Help Desk or Technical Support role.
• 1+ years of experience supporting enterprise
level database and/or web applications.
• Experience implementing or working under ITIL
processes is required, ITIL certification preferred.
• Microsoft certifications preferred but not
• Exceptional Organization, Time Management and
Technical Writing skills.
• Strong interpersonal skills (verbal and
written), mature judgment and diplomacy required to interact effectively and
manage situations with a broad spectrum of people, both individually and in
• Exposure to Microsoft SQL Server, Internet
Information Services (IIS),  Active
Directory, and Azure.
• Strong background in Microsoft Windows Server
Operating Systems (2008/2012) and Desktop Operating Systems (Windows 7/Windows
• Basic knowledge of TCP/IP and networking
• Problem Solving - Identifies and
resolves problems in a timely manner; Gathers and analyzes information
skillfully; Develops alternative solutions; Works well in group problem solving
situations; Uses reason even when dealing with emotional topics.

Adaptability - Adapts to changes in the work environment; manages competing
demands; changes approach or method to best fit the situation; able to deal
with frequent change, delays, or unexpected events.

Dependability - Follows instructions, responds to management direction; takes
responsibility for own actions; keeps commitments; commits to long hours of
work when necessary to reach goals; completes tasks on time or notifies
appropriate person with an alternate plan.

Customer Service – Shows sensitivity to the needs and feelings external

Initiative - Volunteers readily; undertakes self-development activities; seeks
increased responsibilities; takes independent actions and calculated risks;
looks for and takes advantage of opportunities; asks for and offers help when

Professionalism - Approaches others in a tactful manner; reacts well under
pressure; treats others with respect and consideration regardless of their
status or position; accepts responsibility for own actions; follows through on

Teamwork - Balances team and individual responsibilities; exhibits objectivity
and openness to others' views; gives and welcomes feedback; contributes to
building a positive team spirit; puts success of team above own interests; able
to build morale and group commitments to goals and objectives; supports
everyone's efforts to succeed.

Ethics – Treats people with respect; keeps commitments; inspires the trust of
others; works with integrity and ethically; upholds organizational values.

Organizational support - Follows policies and procedures; completes
administrative tasks correctly and on time; supports organization's goals and