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Technical Support Intermediate - JLL101 (645566)
Ref No.: 18-02379
Location: Auburn Hills, Michigan
Technical Support Intermediate

Mode of Interview: Webex
Duration: 2 Years
Location: Auburn Hills, MI

  • Review, analyze, and evaluate various systems operations. Documents, tracks, and monitors the problem to ensure timely resolution.
  • Performs advance root cause analysis and develops checklists for typical problems.
  • Provide technical support on a variety of issues.
  • Escalate problems to next level support professionals when necessary.
  • Typically responsible for acting on existing trouble tickets established in the tracking system.
  • Works with user community to remotely to solve moderately complex tickets.
  • Familiar with a variety of the fields concept, practices, and procedures.
  • Relies on experience and judgment to plan and accomplish goals.
  • Performs a variety of tasks. A certain degree of creativity and latitude is required.
  • Works under general supervision; typically reports to a team lead or supervisor/manager.
  • Requires a Bachelor's degree in a related area and 3-5 years of experience in the field or in a related area.
  • Strong knowledge and experience with mobile devices (iPhones and Samsung specifically).
  • Familiarity with AirWatch and Active Sync.
  • Strong face to face customer service skills are a must (position involves working in a fast-paced "store like" environment).
  • Active directory knowledge required.
  • Network troubleshooting experience required.
  • Support software upgrades, OS rollouts and email migrations.
  • Hardware support and inventory maintenance.
  • Demonstrate excellent ability to support, review, analyze, and evaluate various systems operations.
  • Demonstrate ability to communicate to all user community in written and verbal form.