Assistant IT Manager

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POST DATE 9/15/2016
END DATE 10/30/2016

Modis Fallston, MD

Fallston, MD
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Required Licenses/Certifications
Min Salary
Max Salary
Salary Unit
per year


span IT Manager br Fallston, MD   br   br   br Assistant IT Manager will oversee the Tier 2 Specialist and will act as both a first point of contact and an escalation point of contact for Tier 1 Specialists working client support issues and inquiries. Responsibilities include troubleshooting, researching, and resolving more complex client issues while providing guidance to Tier 1 coworkers and providing world-class customer service to the medical and dental industries. br Primary Responsibilities and Objectives br • Process inbound computer and software support incidents and inquiries from clients (via phone, email, chat, and web) by advising clients on correct course of action, and making necessary corrections in the appropriate system br • Log all incoming contacts/incidents in CRM software and assign ticket severity and prioritize work accordingly br • Follow process and use critical thinking to determine accurate severity level on every incident br • Ensure accuracy in incident details including solutions provided br • Troubleshoot and research client issues, providing technical support and guidance and ensuring appropriate correspondence and timely follow up with clients br • Identify user problems and work within a structured problem management and resolution process to solve them within established Service Levels br • Adhere to department processes and provide feedback on process improvement br • Conduct root cause analysis including identifying and documenting defects br • Work and guide team of CSS Specialists to increase knowledge br • Interact with and assist, where appropriate, development staff, IT staff and system groups within the client. This involves searching logs, querying databases, monitoring internal applications and services as well as accessing remote servers for configuration and monitoring br • Escalate client issues according to protocols and guidelines br • Accurately document all of the above activities br • Positively represent the Company and its products by providing exceptional service to clients br Education and Experience br • Minimum 4 years experience in a technical support and/or call center environment br • Minimum 2 year degree in computer science or related field or equivalent experience br • Experience conducting research to bring about fact-based resolution br • Experience using MS Office applications br • Experience using ticketing systems br Specialized Skills and Knowledge br • Excellent Interpersonal/customer service and communication skills with the ability to liaise with customers, colleagues and various business contacts in a professional manner br • Efficient and effective problem solving and analytical skills br • Proficiency in Microsoft operating systems br • Proficiency in internet browser troubleshooting (I.E. Firefox and Chrome) br • Proficiency in VPN support and troubleshooting network connectivity br • Basic knowledge of databases and GUI interfaces br • Extensive knowledge Basic Network functions br • Basic understanding of command prompt and powershell br   br   br   br /span