Cumming, Georgia, United States
Provide advanced technical support to assigned customers Responsible for managing tickets, coordinating with other department resources to ensure assigned customers are referenceable accounts Provide higher level technical assistance for internal resources Review issues for departmental escalations Maintain advanced knowledge of proprietary software Maintain advanced knowledge in the following areas: Relational Databases Linux administration Windows administration VoIP/SIP communication Telephony Networking Server/Computer Hardware Call Center Solutions
Direct and manage timely implementations for assigned projects Provide/Assist with technical documentation creation and updates Maintaining project tracking information utilizing SalesLogix Facilitate resource scheduling Facilitate customer and internal conference calls Project/Contract hours tracking Invoicing per contracted terms Issue tracking and reporting Escalate as necessary Participate in onsite meetings as necessary Ability to handle stress
Greets all customers in a professional and courteous manner. Issues a ticket number to all customers who call with a new problem and/or updates existing ticket. Uses listening and technical skills to define the customer problem. Analyzes the customer problem using and resources necessary. Keeps complete notes in the ticketing system so that any other Support Analyst who may later receive a customer call/email can see the problem and action that has been taken. When possible, fix the customer’s problem within the first call. Explain to the customer what you have done whenever possible. Keeps customer updated with actions and steps take to resolve or escalate active issues. Ability to handle stress.
Install Noble Systems provided hardware at Customer sites. Perform software installation, configurations, and upgrades. Escalate product issues/defects to Implementation Team Lead. Work with Project Management and Team Lead to complete necessary documentation throughout the life of the Implementation including, but not limited to, Checklists, Sign Offs, Tickets, etc. Implement the purchased Noble Solution as documented in the Functional Design Specification while notifying Project Management and Team Lead of any customer requested deviations from scope. Ensure the implementation remains on track while onsite and potential slips in the schedule are communicated to the Project Manager and Team Lead. Daily updates to Project Management and Team Lead through SLX tickets, conference calls, and/or emails. Maintain time and project information using the IE Portal. Maintain problem tracking information in SLX tickets. Provide support services to internal and external customers as directed. Strong written and oral communication skills in order to communicate issues or updates to the Customer while onsite or working remotely as necessary. Maintain a professional image and demonstrate a willingness to contribute at all levels. Possess ability to work through issues and bring projects to completion; perform complex research, analysis, and troubleshooting; and resolve critical problems over sustained time durations in a logical manner. Continual education on new propriatary products and features Attend and participate in all Guru Lounges when available Ability to travel approximately 75% of the time. Willing to work outside of Standard Business Hours when necessary
Primarily responsible for maintaining and integrating intelligence gathering systems, computers and networks used by MI Soldiers. Duties performed include: Maintain, test and repair communications equipment. Maintain and integrate MI computers and networks. Assess and extract data from fixed, portable and wireless storage/communication devices. Perform pre, during, and post-mission operational checks on MI platforms, sensors, and systems. Maintains HF, VHF, UHF, and microwave frequency receivers, processing and storage equipment, computer peripherals, antennas, modulators, demodulators, multiplexers, demultiplexers, signal monitors, and direction finding associate with electronic warfare/intercept system. Prepares maintenance forms and records. Makes detailed tests on electrical and mechanical equipment using multimeters, oscilloscopes, signal generators, spectrum analyzers, wire diagrams, logic and signal flow charts, technical manuals, troubleshooting charts, performance aids, schematic logic diagrams, and other measurement and diagnostic equipment. Maintain electronic warfare/intercept receivers, processing and storage equipment and computer peripherals. Diagnoses unusual and complex malfunctions in electronic warfare/intercept Systems and equipment located at fixed station, remote sites and Army depots. Operates automatic and special test equipment to perform Wow and Flutter Test, Harmonic Distortion Test, Wave Ratio Measurement, DC Resistant, Impedance Mismatches, Reflectometry Test and other distortion test to isolate faults and takes corrective action to assure equipment fidelity. Supervises lower grade personnel in the performance of their duties and assists in conducting formal and informal SOJT programs.