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Field Technical Support Rep in San Diego, CA at GDH

Date Posted: 2/6/2019

Job Snapshot

Job Description

No Security Clearance Required

Field Technical Support Rep

This position will be for a Ticket/Queue operator who will monitor the Ticket Queue's and work NAS Restore Tickets and also distribute tickets amongst the team.

They will also manage other queues consisting of HPOM Tickets and Aging tickets.

Qualifications

• Familiar with Incident Ticket Tracking tools, ServiceNow Experience is a Huge Plus!

• Excellent Customer service / phone skills.

• Familiar with remote software and storage devices (NAS) a huge plus.

• Attention to detail.

• Sense of urgency and communication skills.

• Excellent written skills required for updating Ticket Tracking logs.

Details/Comments

• Looking to hire a Ticket Queue Operator. New Queue Operator will be responsible for working and managing Incident ticket Workflow.

• Ticket Operator will work with County customers to resolve customer issues.

• Ticket Operator will work with COSD internal technical teams to properly escalate and assign Incident and Request tickets in order to resolve customer issues.

• Ticket Operator will respond to Severity 1&2 tickets by redirecting Tech resources as required.

• Ticket Operator will monitor and track incident tickets to ensure Service Level Agreements (SLAs) are met.

Skills

• Familiar with Incident Ticket Tracking tools such as ServiceNow, etc.