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Top 50 Senior Technical Support Specialist Skills

Below we've compiled a list of the most important skills for a Senior Technical Support Specialist. We ranked the top skills based on the percentage of Senior Technical Support Specialist resumes they appeared on. For example, 9.7% of Senior Technical Support Specialist resumes contained Technical Support Specialists as a skill. Let's find out what skills a Senior Technical Support Specialist actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Technical Support Specialist:

1. Technical Support Specialists

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high Demand
Here's how Technical Support Specialists is used in Senior Technical Support Specialist jobs:
  • Solved escalated issues from customer engineers and Field Technical Support Specialists.
  • Supervised a team of 10 technical support specialists in a technical support call center environment.
  • Supervised and assisted 5 Level 1 Technical Support Specialists on all technical call resolutions.
  • Assisted with the screening and hiring process for new technical support specialists.
  • Assist technical support specialists handling Apple products and assisting with questions regarding iOS and MacOS.

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2 Technical Support Specialists Jobs

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2. Desktop

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high Demand
Here's how Desktop is used in Senior Technical Support Specialist jobs:
  • Performed all day to day support functions of a Network Administrator/Desktop Support Specialist including managing email accounts in Microsoft Exchange environments.
  • Directed and assisted Junior Technical Support Specialists in the installation, configuration and maintenance of desktop and laptop computers.
  • Provide remote support with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC.
  • Diagnose and resolve hardware and software issues on servers, laptops, desktops, printers and other peripherals.
  • Assist Management in the development and deployment of IT processes, enterprise Desktop products and computing standards.
  • Provide advanced technological assistance to attend incoming calls by using IT Help-desk handset or remote desktop assistance.
  • Create security baselines for desktop and server operating system images, deployed using Ghost Solution Suite.
  • Provided desktop technical support assistance to two million plus dial-up customers via telephone support.
  • Provide support for UPC scanners, desktops, printers and ShoreTel phone system.
  • Provided second-level desktop support for over 16,000 financial analysts across the world.
  • Develop and maintain company wide desktop/laptop image standards for all core technology.
  • Supported the Rollins community on Laptops, Desktops help desk support technician.
  • Subject matter expert on desktop computing issues and contact management software.
  • Manage and update images for new desktop/laptops deployments.
  • Logged/documented all client desktop issues via Remedy.
  • Conducted desktop support for local customers.
  • Created, and managed images for Dell, and IBM, (desktops, and laptops).
  • Used Remote Desktop Protocol, VMware VDM, DameWare and other tools to provide Remote Access resolution and virtual machine management.
  • Assisted with the rollout of new desktops and equipment to new branch offices.
  • Provided remote support using Carbon Copy, PCAnywhere and Remote Desktop Connection.

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5 Desktop Jobs

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3. Computer Hardware

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high Demand
Here's how Computer Hardware is used in Senior Technical Support Specialist jobs:
  • Helped businesses trouble shoot technical problems and find technical information on products, ranging from computer hardware to networking hardware.
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
  • Received and logged calls for technical support and responded to end user computer hardware/software and peripheral device issues.
  • Dispatched computer hardware and/or software to Dell's customers when deemed necessary after phone troubleshooting.
  • Install, upgrade, support and troubleshoot for printers, computer hardware etc.
  • Installed, modified, cleaned, and repaired computer hardware and software.
  • Answered computer hardware and software related questions to a wide consumer base.
  • Evaluate new computer hardware and build software images for laptops and desktops.
  • Supported end users with most computer hardware and software problems.
  • Performed tests and repairs on computer hardware and software.
  • Diagnose and replace defective computer hardware.
  • Completed numerous trouble calls and developed and maintained a computer database enabling accountability and tracking of computer hardware.

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4. Customer Service

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high Demand
Here's how Customer Service is used in Senior Technical Support Specialist jobs:
  • Provided quality customer service in a technical environment, troubleshooting software applications, networking and hardware issues.
  • Developed training materials for Technicians, supports in-house customer service representatives and major account sales.
  • Provided desk-side support to executive and end-user employees while demonstrating exceptional customer service.
  • Provided excellent customer service to internal customers, engineering and Business Units.
  • Provided customer service to hotel guests and troubleshot customer network connectivity faults.
  • Suggest improvement procedures related to our customer service and system administration functions.
  • Trained Customer Service Representatives in online banking services.
  • Provided remote technical support and superior customer service to more than 50 customers per day from a help desk/call center environment.
  • Documented record of high customer service approval ratings, product knowledge and a solid working relationship with customers and colleagues.
  • Second tier support and technical lead Supervise 11 tier one technical support analysts and customer service specialist Representatives.
  • Directed customer service support for equipment related problems by performing in-house Level III repairs, exchanged wireless products.
  • Provide Technical support to Sales and Customer service Department regarding product and new software development.
  • Provided the highest quality of Customer Service to management and end users.
  • Provide technical support and customer service for Apple Products and customer.
  • Manage technical support team and exceeding customer service goals.
  • Provided excellent Customer Service (internal and external).
  • Provided Second Level Assistance to customer service representatives, agents, and sales representatives in programming and operations of cellular equipments.
  • Receive and resolve Support Tickets there are not able to be resolved in Customer Service and Support Level I teams.
  • Served as a Technical Support / Customer Service Specialist within the company's Network Operations Control Center (NOCC)
  • Provided customer service and troubleshooting for users of a [ ] network.

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1 Customer Service Jobs

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5. Windows XP

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high Demand
Here's how Windows XP is used in Senior Technical Support Specialist jobs:
  • Provided third level cross-platform support for Software products on MVS, VSE, UNIX, Windows 2000, and Windows XP.
  • Selected to coordinate a pilot upgrade and support initiative for 200+ early adopters of Windows XP and Lotus Notes R6.
  • Provide high level administration, troubleshooting, and support of Windows XP desktops, and information security.
  • Experience with Windows XP, Windows 7, Windows 8\8.1 and Mac OS Operating Systems and Security.
  • Utilized MS Office, Windows XP, Windows Server 2000/2003, Active Directory, and Backup Executive.
  • Use Windows XP and Microsoft Office to coordinate daily tasks with the Project Manager.
  • Key Accomplishment: Migrated over 350 desktop computers from Windows 2000 to Windows XP.
  • Provided technical support to a community of 1000 clients on Windows XP workstations.
  • Major role in migration of 500-plus users from Windows XP to Windows 7.
  • Create and execute all Windows XP desktop/laptop images using Norton Ghost.
  • Provided Windows XP Desktop support for faculty issued laptops.
  • Created Windows XP computer Image via Norton Ghost.
  • Upgraded over 300 computers to Windows XP.
  • Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
  • Upgrade CPU's and laptops with Windows XP on LAN/WAN Network.
  • Supported Windows XP and 7 OS.
  • Managed company-wide rollout/upgrade of Windows XP workstations and laptops including creation of images.
  • Orchestrated largest upgrade in firm history, simultaneously migrating from Windows XP to Windows 7 and from Office 2003 to 2010.
  • Migrated 350 Windows Xp machine to Windows 7 by using usb for imaging.

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6. Phone Calls

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high Demand
Here's how Phone Calls is used in Senior Technical Support Specialist jobs:
  • Answered telephone calls, analyzed problems by using automated diagnostic programs, and resolved recurring difficulties.
  • Answer phone calls and reply to e-mail from the Public and USPTO customers;.
  • Help Desk Specialist - Took phone calls daily to assist with internal system issues.
  • Answered telephone calls from users and ran automatic diagnostic programs to resolve problems.
  • Received and addressed incoming phone calls regarding technical issues and outages.
  • Responded to telephone calls and other request for support.
  • Answer internal customer phone calls.
  • Resolve customers technical issues through a minimum of twenty phone calls and e-mails per work day.

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7. Active Directory

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high Demand
Here's how Active Directory is used in Senior Technical Support Specialist jobs:
  • Managed Active Directory and network accounts and relationships to effectively support end-users.
  • Performed administration tasks with Windows Active Directory network account.
  • Executed Active Directory and Group Policy for corporate environment.
  • Managed user profiles via Active Directory, user email accounts via Exchange Server, and user Blackberry privileges via BES Server.
  • Created and maintained users, computer, security group, group policies in active directory as per corporate policies.
  • Utilize Active Directory to create accounts and design group policies by applying Department of Defense principles and methods.
  • Assist in deployment of software packaging and certifications (SCCM, Active Directory, Exchange 2007/2010).
  • Created and deleted new hire accounts within Active Directory and assigned new hires to distribution lists.
  • Worked on the Printer Refresh project and Active Directory project to reset passwords.
  • Implement Active Directory and remedy trouble ticket for customer inquiries and requests.
  • Managed active directory services, user account management, and Network/Client services.
  • Manage Active Directory and Exchange accounts for all users within the company.
  • Add and remove users from active directory and deploy software packages.
  • Upgraded Active Directory domain from Windows 2000 to Windows 2003.
  • Upgraded Windows NT domain to Windows 200 Active Directory.
  • Maintained security on the AS/400 and Active Directory.
  • Experience in Active Directory and Permission settings.
  • Managed Windows Servers, Active Directory, print server, shares, DHCP, DNS, and WINS.
  • Modifed computer accounts through active directory users and computers (ADUC).
  • Manage inventory of all assets Manage users and groups in Active Directory.

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8. Technical Support

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high Demand
Here's how Technical Support is used in Senior Technical Support Specialist jobs:
  • Continue to perform standard Technical Support Specialist tasks and responsibilities.
  • Coordinated domestic and international technical support activities.
  • Key Achievements: * Provide high-quality technical support and effectively resolve a broad range of issues with minimal supervision.
  • Collaborated with management to define duties and procedures to enhance technical support and Level I agent efficiency.
  • Supplied technical support to mission critical services and created problem tickets to resolve complex issues.
  • Provided local and remote technical support for hardware, software, network, and telecommunications.
  • Handled an average of 30 to 40 technical support calls per day.
  • Provided technical support via phone and e-mail for customer contact center.
  • Provided 24x7 technical support as constant backup to persons carrying pager.
  • Provide technical support & trouble-shooting for 1350+ client transmission protocols.
  • Level 1 technical support for Dell customers in North America.
  • Handled an average of 20 technical support calls per day.
  • Perform all duties associated with level 1 technical support.
  • Provided all IBM Large system technical support.
  • Promoted to role within 15 months from Technical Support Specialist Spearheading inter-call center effort with TUH Help Desk.
  • Provided global technical support to customers nation-wide including Cisco routers, switches, and ASAs.
  • Provided 300+ clients with technical support and solutions within large network and Polycom RealPresence environment.
  • Help Desk Supervisor/Senior Technical Support Specialist Promoted to Help Desk Supervisor within first six months.
  • Provide over-the phone technical support to customers on Hologic products.
  • Developed and delivered Veritas training and pSeries training to worldwide Technical Support/Field Engineer staff.

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21 Technical Support Jobs

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9. Trouble Shooting

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high Demand
Here's how Trouble Shooting is used in Senior Technical Support Specialist jobs:
  • Trouble shooting and problem resolution of elusive customer network difficulties.
  • Performed diagnostics and trouble shooting for customer technical related problems.
  • Trouble shooting blue screens to find which files may have been corrupted and if an OSRI is required.
  • Guided users in application, software, hardware usage, and chemistry, as well as trouble shooting.
  • Provide on-demand trouble shooting; handle highest escalated issues that others have not been able to solve.
  • Record all trouble shooting transactions into Remedy tracking system and follow up with customer satisfaction questionnaire.
  • Trouble shooting mail delivery problems, client configuration, domain issues, and DNS problems.
  • Trouble shooting and configuring different type of printers like HP, Epson etc.
  • Work with other Technical Support Specialists trouble shooting day to day problems.
  • Account managing, trouble shooting, responsible for incoming and outgoing calls.
  • Provided advanced trouble shooting training and tools to coworkers.
  • Assisted customers with trouble shooting Wi-Fi enabled devices in hotspot locations.
  • Performed all aspects of PC hardwaresoftware trouble shooting, repair and replacement of defective equipment both onsite and at remote sites.
  • Trouble shooting proprietary software for accounting duplications and other payroll and book keeping errors via remote access and administrator logins.

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10. Laser Printers

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high Demand
Here's how Laser Printers is used in Senior Technical Support Specialist jobs:
  • Provided and maintained the corporations local and network HP laser printers for approximately 1,500 users.
  • Assisted with end user support of all multimedia applications and laser printers.
  • Diagnose and repair hardware problems with HP laser printers, Zebra label printers, and Teklogix RF equip- ment.

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11. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Senior Technical Support Specialist jobs:
  • Collaborate with third-party vendors to resolve software/hardware issues reported by customers.
  • Provided technical support to 300+ users in resolving software and hardware issues either locally, on-site or SMS remote control.
  • Diagnose and repair hardware issues with the help of the hardware vendors to keep customers working.
  • Reported and managed software/hardware issues, and tested activities and performance.
  • Diagnose and fix end users software and hardware issues.
  • Utilized troubleshooting skills to analyze and repair both software and hardware issues on network servers and routinely utilized network server skills.
  • Analyze and troubleshoot software and hardware issues Supported clients at corporate office with direct support to C-level associates.
  • Resolve Helpdesk Tier 2-3 application and hardware issues that arise in the pharmacy environment.

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12. Email

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high Demand
Here's how Email is used in Senior Technical Support Specialist jobs:
  • Assign incoming emails & escalated issues to technicians based on their skill levels, maintaining email box by fixing duplicated/damaged items.
  • Follow up with the customer by phone and emails in order to ensure a good service quality is provided.
  • Provide technical support by email, phone and tracking software for a variety of web hosted and enterprise applications.
  • Manage queue volumes between email support, live chats, and incoming phone calls adjusting coverage as needed.
  • Meet departmental service level agreements (ITS 3-30 days based on request; 24 hours email requests).
  • Provided technical support for Dental Field Sales Offices from laptops, printers, phones, email, etc.
  • Responded to customer requests and escalations via phone, email, and a web-based incident management system.
  • Provide support to student, teachers and staff support via ticketing system, outbound calls and emails.
  • Instructed customers how to sort and clean up their email systems using backup system for Outlook.
  • Provided valuable technical support to clients via phone, email, and instant messaging.
  • Handled technical calls and emails daily and consistently met high service standards.
  • Provide accurate and thorough documentation of customer/contact calls and emails using CRM.
  • Support Customers via, Phone, Email, Chat and Remote Desktop.
  • Addressed customers with email concerns and problems.
  • Helped establish criteria for email templates.
  • Provided phone and email support for server-based applications Responsible for online forums; technical notes and other support documentation
  • Read email headers on bounced emails to determine the cause of email deliverability issues.
  • Support hardware & software Mac and Pc email
  • Furnished escalation-support for SysMaster's IP Centrex solutions: Softswitch, Voicemail, Conference, Follow-Me, and Callback services.
  • Set up email accounts (outlook, webmail, macmail, windows mail.

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13. Laptops

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high Demand
Here's how Laptops is used in Senior Technical Support Specialist jobs:
  • Connected to remote users' laptops with VNC and RDP to install and configure various software applications and peripherals.
  • Replaced all damaged hardware parts on printers, desktops, and network panels on CPU's and laptops.
  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops and mobile devices.
  • Support the inventory database for desktops, servers, laptops, and other computer peripherals, i.e.
  • Installed/Upgraded along with data migration of Desktop PC/Laptops for UBS Investment Bank for NYC area.
  • Deployed laptops to refresh field hardware inventory involving a budget of over $5 million.
  • Support PC hardware, i.e., desktops, laptops, and printers.
  • Configure and deploy images for laptops and maintain a patch management regime.
  • Traveled to various state conventions to assist with laptops in the field.
  • Created and maintained PC HW platform images for Dell laptops and desktops.
  • Repair and stage registers, computers and laptops.
  • Imaged and deployed desktops and laptops.
  • Hired computer Technicians and give proper training to troubleshoot and fix vriety of Laptops, Desktops, Tablets.
  • Install, configure, and troubleshoot Lenovo ThinkPad laptops, Dell desktops, HP and Canon printers.
  • Perform hardware repairs on HP desktops and Lenovo laptops products on equipment under manufacturer warranty.
  • Replaced major recalled motherboards and hard drives, restaged Dell laptops via ghost procedures.
  • Managed LAN (internal and remote ) of laptops, desktops and printers.
  • Install operating systems on laptops and desktops using Swimage Encore software.
  • Handled repair of Laptops, Desktops, Surface, IPad, CWS, AWS, WOW carts, and Thin Clients.
  • Imaged pc's and laptops through the use of Norton Ghost with XP and Windows 7.

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14. Setup

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high Demand
Here's how Setup is used in Senior Technical Support Specialist jobs:
  • Executed duties of Network Administrator including: management of network security, server maintenance and monitoring and network setup.
  • Served as primary individuals responsible for maintaining and providing setup of high-end audio-visual conferencing equipment and portable projectors.
  • Assumed corporate printer project by developing training, establishing setup procedures and support processes.
  • Prepare Audio/Video setup for Video Conferencing and presentations on Cisco Platform.
  • Jet direct are cards used to enable a printer to print on the network Print card setup using communication software.
  • Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
  • Project Manager in charge of on-time/on-budget delivery of complex project office setups for up to 50 users.
  • Advised on purchasing and installing new server infrastructure: setup and system imaging for 50+ workstations.
  • Train new staff and customers in computer-system setup and operations related to accounting ERP system.
  • Designed and delivered end user training and provided new hires with PC/account setup and orientation.
  • Image, setup, and deploy new computers and other hardware.
  • Helped outside Sales people setup and maintain notebooks for company use.
  • Configure and setup Hp Jet direct Network print cards.
  • Maintain an image for hardware setup.
  • Coordinated the logistics of technology requirements and setups during multiple office relocations.
  • Managed site moves, new PC configuration, setup and rollouts of all networked and non networked desktops and laptops.
  • Experience with the setup and maintenance of a Vodavi voice mail system that supported over 3000 users nationwide.
  • Create Work orders and Setup Onsite Support for field Techs to perform repairs at customer sites.
  • Network and Software configuration Setup, Support & Troubleshooting Knowledge Video and PowerPoint Meetings.
  • Trained PC interns Created computer setup checklists.

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1 Setup Jobs

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15. Network Printers

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Here's how Network Printers is used in Senior Technical Support Specialist jobs:
  • Configured and deployed new computers and software, installed network print drivers and configured network printers.
  • Performed systems upgrade, setup network printers, virus updates and fixes.
  • Support for all network printers in the corporate and regional offices.
  • Configure and troubleshoot pc, network printers, air cards, and TSA issued Blackberry devices * Access L.A.N.
  • Support and Manage daily support for Ricoh 6000 and 6001 series e-copier and HP network printers.
  • Maintained and repair 31 complex high end HP 4500 and 8100 network printers.
  • Installed local network printers and troubleshooting all printers issues.

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16. Internet

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average Demand
Here's how Internet is used in Senior Technical Support Specialist jobs:
  • Performed troubleshooting on various operating systems to resolve internet connection issues for residential customers.
  • Operated and maintained the company Cisco wireless network internet connection.
  • Researched issues using databases/Internet and implemented solutions.
  • Provide training to clients in the use of cable system and applications as related to Internet & Set Top Boxes.
  • Use the internet for software patches, driver upgrades, program demos, and current events in computer field.
  • Design solutions for enterprise customers, telecommuting utilizing Ethernet, Internet Access, BGP, and Converged IP VPN.
  • Administer internet/intranet infrastructure, including components such as web, file transfer protocol (FTP) and mail servers.
  • Provided technical support for Internet Explorer, Netscape, Mac OS, and other browser and operating systems.
  • Provided technical support to customers for Internet, digital phone, and digital cable television services.
  • Resolved Windows related issues, Internet Explorer issues and other PC software related issues.
  • Maintained literature and software on emerging technologies and trends regarding the Internet and Intranet.
  • Implemented a new phone and internet provider service in a group office.
  • Resolved Windows and Internet Explorer issues on desktop and laptop.
  • Configured Internet Explorer with proxy settings for 600 users.
  • Advised customers on product purchases for internet use.
  • Configure software to connect to Internet application servers.
  • Network and Internet Banking Support.
  • Up sell services for phone, Internet, and cable.
  • Facilitate the implementation or change to an automated client file transmission using AS2, SFTP or FTPS internet protocols.
  • Provided third level, pre & post-sales technical support for LAN/WAN internetworking products re-sold by Racal.

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17. VPN

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average Demand
Here's how VPN is used in Senior Technical Support Specialist jobs:
  • Manipulated Active Directory objects to configure permissions through security and VPN groups.
  • Perform hardware troubleshooting on all aspects of computer workstations, peripheral devices, printers, scanners, monitors, and VPN.
  • Create trouble tickets to perform client device installation and setup for any VPN client software and 802.11a/b/g WLAN interfaces.
  • Provided one on one training on VPN and Hot Spot utilization to 10 non-technical personnel traveling out of state.
  • Collaborated with several project level software releases including the Windows 7 migration, VPN and Office 2013
  • Resolved VPN Software connectivity issues, Active X security issues, and Java web-based issues.
  • Work with end users mobile products, setting up VPN and connection to domain.
  • Supported customer base, using Blackberry Enterprise Server, VPN, and Remote Desktop.
  • Install Checkpoint VPN-1Edge device and implement Cisco 831 router/firewall to 100+ remote units.
  • Performed security administration functions for user, data, VPN and remote access.
  • Experience setting up RSA Secure ID card; Setup corporate VPN clients.
  • Configured VPN clients/sniffed packets to ensure proper ports were open.
  • Set up wireless network for clients and also VPN access.
  • Implemented and virtually managed Cisco VPN software on workstations.
  • Resolved remote access issues with VPN.
  • Configure and setup RSA TOKEN and JUNOS PULSE (VPN).
  • Provide onsite and remote software/OWA/VPN/hardware training.
  • Support Cisco AnyConnect VPN technology, iPass and mobile users through the use of RSA soft tokens and administrative consoles.
  • Configured, installed, and troubleshot Cisco VPN software and Credant encryption software.
  • Managed all Cisco VPN connections for all regional offices and remote jobsites.

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18. OS

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Here's how OS is used in Senior Technical Support Specialist jobs:
  • Developed solutions for Cost Center/Division wide issues - Developed a centralized management system for administering all PC's remotely GSMS
  • Investigated and resolved critical performance issues, initiating process and system improvements to increase efficiency and eliminate costly downtime.
  • Diagnose system problems using advanced troubleshooting tools.
  • Conduct product demos to national and international customers in English and Spanish, remotely or in office.
  • Interact with museum employees, volunteers and visitors to make the most effective use of resources.
  • Work closely with our System Administrator team to complete projects in the office and the field.
  • Assisted, trained, and mentored 15 employees and over 2,000 users across three shifts.
  • Project was completed on-time and on-budget with a reduction of overall cost.
  • Managed a successful conversion of various locations IBM Notes Microsoft Outlook.
  • Perform Site Closeout at the end of each deployment event.
  • Supported Inside Sales and Marketing Departments with product cross-reference inquires.
  • Set up new offices at contract locations across the U.S.
  • Reason for leaving: Company closed my shift.
  • Used remote management software to diagnose and troubleshoot.
  • Close 15 to 30 tickets daily.
  • Installed and configured operating system and security patches for host and distributed systems and implemented incident response procedures.
  • Evaluated office needs, identifying and recommending provider; and provided onsite support during the crossover of services.
  • Work closely with Project Managers on implementations of new customers, providing guidance on support methods.
  • Edit videos as needed to highlight client business and further promote brand awareness.
  • Implemented process improvement initiatives including GoSystem Tax call log evaluations and the rollout of Salesforce.com.

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19. SQL

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average Demand
Here's how SQL is used in Senior Technical Support Specialist jobs:
  • Provide troubleshooting of error messages, running SQL database scripts for both MSSQL & Oracle, installing and customizing the application.
  • Maintained Mortgage Credit application database and provided customer support personnel with programming tools using Informix-SQL and UNIX shell scripts.
  • Supported SQL Server application databases, building database stubs, and developing and executing database table-create scripts.
  • Installed, configured and maintained Oracle, SQL, Windows 2000, Windows 2003 servers internally.
  • Maintain online hosted commodity catalogs using proprietary web and MS SQL tools, SQL scripts.
  • Configured Windows Sever 2003, with 2003 Microsoft Exchange and an SQL database.
  • Coded via SQL and tested integration packages based on technical specifications.
  • Helped maintain and configure replication for hosted customers in SQL Server.
  • Installed Microsoft SQL 200 servers for application development and Great Plains.
  • Maintained data quality using SQL queries and various web services.
  • Create, deploy and maintain MySQL database for SLI.
  • Created custom reports for customers using SQL.
  • Installed and Configured SCCM/SQL for Domain.
  • Implemented, configured and maintained hosted web applications running on ASP, .NET, IIS, SQL, MS Windows Server.
  • Major platforms include SQL, Oracle, Java, Toad, IBM Websphere, MuleSoft, Data General.
  • Trained new IT staff on administration, backup, and restoration of MS SQL Server 2005, 2008.
  • Support over 3000 sales reps using sales order software, driven by SQL using Access and .NET.
  • Design and implementation of promotional site GGC using Yii Framework, Bootstrap and MySQL.
  • Translated common repair and installation scripts from Sybase and Oracle into MS SQL-compatible code.
  • Managed database security, writing SQL Senior Technical Support Specialist ) queries for troubleshooting and stored procedures for programming and reporting.

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1 SQL Jobs

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20. Citrix

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average Demand
Here's how Citrix is used in Senior Technical Support Specialist jobs:
  • Administered Windows 2003 Servers running Citrix Presentation Server, to include performance monitoring, network, application and user configurations.
  • Configured and published applications for our external users in Citrix environment.
  • Maintained published application software on Citrix server.
  • Assisted remote users having issues connecting to the Internet, VPN, and to Citrix applications.
  • Resolved printing issues as an Application Service Provider (ASP) through Citrix Program Neighborhood.
  • Experience supporting remote access (Citrix VPN) and remote desktop system management tools.
  • Published legal apps and desktop resources via Citrix XenApp to virtual environment.
  • Supported remote access for Law Firm attorney's using Citrix.
  • Set up and supported MS Outlook and Citrix sessions.
  • Administered Citrix MetaFrame 4.5 for 150+ users.
  • Manage a Citrix farm for engineering applications.
  • Managed Citrix and Exchange mailboxes.
  • Support Citrix Farm infrastructure installing applications, adding servers to farm, reset user permission, use citrix load balancing.
  • Supported multi-site connectivity for LAN, WAN, IP phone systems and remote connectivity through Citrix and CISCO VPN client.
  • Assisted in deployment and support for our Citrix environment, and remote deployed software using the Altiris deployment agent.
  • Supported Enterprise Citrix Metaframe 1.8 servers.
  • Manage Citrix and VMware Infrastructure/vSphere clusters on Production Test/Development environments.
  • Utilize Citrix to schedule major account updates, polling & downloads for Dunkin Donuts, Blimpee, & Phillys Best.

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21. Remote Access

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average Demand
Here's how Remote Access is used in Senior Technical Support Specialist jobs:
  • Provided customer support for applications, set-up through web portals and helped customers access log-in through remote access.
  • Repair software issues via remote access from a specialized remote application native to the Safety-Klean software environment.
  • Spearheaded migration project for all Field Engineer laptops on new remote access application from start to finish.
  • Install Remote Access Services and Shiva Security.
  • Used remote access tools to perform troubleshooting.
  • Install and configure Remote Access Software Proxy
  • Supported internal and remote access users for Advanced Placement online scoring network Site Coordinator AP Calculus University of Colorado
  • Provided remote assistance and maintenance via phone, email and remote access to Rapid City, Yankton and Pierre campuses.
  • Resolved power problems with APC backup batteries, network connectivity, login issues and resource and remote access problems.

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22. Mac

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Here's how Mac is used in Senior Technical Support Specialist jobs:
  • Integrate Macintosh systems into an Active Directory Domain environment.
  • Oversee day-to-day technical support for Pharmaceutical Research Division.
  • Walked Administrators through administrative tasks such as, adding users, groups, setting permissions, and machine accounts.
  • Set up and administration of e-mail clients (outlook, Mozilla Thunderbird, Mac Mail, etc).
  • Implemented password resets, as well as machine/user rights and permissions with Active Directory and Management Console.
  • Spearheaded deployment of newly imaged Windows 7 machines to 300+ users, prioritizing order of users.
  • Set up templates, created macros, fixed corrupted documents and requested file restores.
  • Install and configure Server Admin of Lion 10.8 version of Mac OS X..
  • Used Mac, Microsoft, and Linux operating systems to do troubleshooting.
  • Make use of virtual machines for software testing and server configuration.
  • Manage Mac imaging solutions and ability to create Mac images.
  • Implemented virtual machines, software installations, modifications and repairs.
  • Maintained all PC and MAC hardware in my labs.
  • Maintained Windows servers, Microsoft, and Macintosh computers.
  • Assist Macintosh users with network connectivity when needed.
  • Provide support for Mac OS X and troubleshooting.
  • Managed over 200+ machines worldwide.
  • Performed in-house warranty repairs on Dell, Compaq, HP, and Toshiba and Apple Mac and Apple Laptop equipment.
  • Collaborated with a small team to set up hardware including branch capture machines at new out of state branch location.
  • Create and deploy Win7X64 operating systems using Norton Ghost Creating a deploying MAC OS X images.

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23. Helpdesk

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Here's how Helpdesk is used in Senior Technical Support Specialist jobs:
  • Supervised both helpdesk personnel and computer technicians.
  • Managed policies and procedures for Verizon LiveSource (Operator Services) in dual role as Helpdesk Manager and Senior Analyst.
  • Provided technical coaching for lower level Helpdesk and Desktop Technicians by answering their questions and providing resources to help troubleshooting.
  • Provided helpdesk support for a staff of 2500+ users in 13 cities via phone and desktop.
  • Manage Service Delivery through ITIL Helpdesk system, leading all support activities with the support team.
  • Promoted to Helpdesk Services Liaison and relocated to new World Headquarters in Hudson, OH.
  • Transitioned from Training Store Manager to position in corporate office as Helpdesk Analyst.
  • Researched and advised on our Helpdesk software and procedures to ensure ITIL compliance.
  • Train the Helpdesk Team when new procedures are implemented.
  • Mentored Helpdesk personnel to produce higher first call resolutions.
  • Provided 1st level support on office PC Helpdesk.
  • Attend helpdesk calls from customers and provide guidelines.
  • Document all technical issues and helpdesk calls.
  • Utilized HEAT as premier Helpdesk ticketing system.
  • Serve as SharePoint Helpdesk page content manager.
  • Team Lead for 25 Helpdesk Analysts.
  • Trained Helpdesk Analysts and Installers.
  • Scripted knowledgebase for Helpdesk tracking application.
  • Respond to user service requests via Footprints helpdesk ticketing system and expediently resolve trouble tickets to maximize system uptime.
  • Established best practice guidelines for helpdesk ticketing system (Jira).

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24. Knowledge Base

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Here's how Knowledge Base is used in Senior Technical Support Specialist jobs:
  • Created support knowledge base information and detailed Standard Operating Procedures.
  • Curated member hotel technical information knowledge base.
  • Created and maintained unique content for technical documentation, knowledge base, and troubleshooting guides for use throughout the enterprise.
  • Developed a product knowledge base and troubleshooting guide using MS Access to more quickly diagnose and resolve customer problems.
  • Created knowledge base which resulted in 18% reduction in support call volume and call time.
  • Provided detailed documentation on issues and problem resolution through internal call system and knowledge base articles.
  • Create and submit enhancement requests, defects, and knowledge base articles to empower customer self-service.
  • Expanded companies' knowledge base with special information, troubleshooting tips and best practice articles.
  • Prepare and maintain documentation for knowledge base and support guides for internal and customer use.
  • Contributed to the knowledge base by writing technical briefs on various software related technical issues.
  • Update out dated Standard Operating Procedures and upload to knowledge base for easy viewing.
  • Acted as a technical knowledge base within the Implementation and Service Groups
  • Create knowledge base articles proposing resolutions for common and less-common issues.
  • Developed help sheets and knowledge base articles for end users.
  • Created a knowledge base for company installations using OneNote.
  • Write articles for Knowledge Base and FAQs.
  • Improved the knowledge base of all technical support staff, and steered communication strategy designed to improve interdepartmental miscommunications.
  • Helped Create and maintain Company Knowledge Base Perform high-level security tasks.
  • Published as a Knowledge Base on company Intra Net.
  • Perform administrative, helpdesk,case assignment, customer callbacks and escalated case management, technician collaboration and knowledge base development.

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25. LAN

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Here's how LAN is used in Senior Technical Support Specialist jobs:
  • Assisted in organization and planning of Systems Engineering requirements development activities, including preparation of the Systems/Software Specifications for Delivery.
  • Prepared and submitted project plans, outsourcing requirements, and establishing policies regarding management controls to stay within allotted budgets.
  • Finished International Radio development on time by developing test plans and completing software verification test.
  • Turned around existing Disaster Recovery plan to reflect sound industry practices.
  • Developed and executed plans for eliminating infrastructure and facilities equipment.
  • Executed company reorganization and facility downsizing plan.
  • Created Project Documentation / Solution Definition Document, Technical Design Document, Integration Test Plan that met standards.
  • Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
  • Provided remote and local support for 90 retail locations (2000 users) throughout the Mid-Atlantic region.
  • Developed and facilitated tests for job family, checking procedures, processes and plans for errors.
  • Provided technical support to end-users on Lotus 1-2-3 and Lotus Freelance Graphics on various platforms.
  • Support, monitor, test, and troubleshoot hardware and software problems pertaining to LAN.
  • Support network infrastructure and assist in the planning of IT infrastructure for new offices.
  • Assisted management in planning team resourcing for completion of desktop and network duties.
  • Planned, coordinated and supervised technology deployment projects, moves, and roll-outs.
  • Assist in diagnosis and resolution of LAN and system related problems.
  • Provide end users support for all LAN- based applications.
  • Developed Salesforce application for a division; evaluating needs; planning and designing the layout; overseeing the testing and training.
  • WAN support, assist with LAN troubleshooting, in house application support, Onsite Point of contact during my shift.
  • Dispatched notification for an affected AIS/server to Point of Contact as per the PTO Operation Support Plan (OSP).

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26. Unix

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Here's how Unix is used in Senior Technical Support Specialist jobs:
  • Authored technical support documentation and UNIX testing and utility programs for account customers.
  • Installed and maintained Oracle databases utilizing testing servers, to duplicate and test user errors on UNIX/Linux and Windows platforms.
  • Received media from vendors or customers and downloaded the data to the respective directories on UNIX and Windows 2000/2003 systems.
  • Ensured software documents were consistent and accurate in the change control system in Unix.
  • Utilized Unix for running manual jobs and checking proper completion of manual jobs.
  • Documented case notes through Unix based database; utilized Windows 98/NT and Mac.
  • Staged and installed computer networks including Windows NT and Unix/AIX systems.
  • Worked with all HD hardware and applications UNIX servers.
  • Certificate awarded for completion of UNIX SVR4 training.
  • Attended training classes in Unix and system management.
  • Debugged BAL, COBOL, and C/C++, as well as JCL, and UNIX Script.
  • Maintain in-house backups on SCO UNIX, LINUX, Windows NT machines.
  • Supported and debugged the Unix kernel and Networking protocols with tools such as: kernel debugger, ptrace, and crash.
  • Contributed to maintenance of 50+ Windows and Unix Solaris servers that hosted reporting applications and application databases as key team member.
  • Handled preloads and media for disaster recovery tests and responsible for complete monthly system backups of all UNIX and Sun systems.
  • Provide daily, after hour and weekend UNIX support for In-Touch on Sun Microsystems, Data General and HP platforms.
  • Provide technical support to Beckman LIMS customers on the Unix, Open VMS and NT platforms.
  • Experience troubleshooting hardware/software problems on remote UNIX server network Experienced 24x7 On-Call Support.
  • Installed UNIX workstations with SUN Solaris and HP/UX operating systems and Graftek CAD/CAM software to customer specifications.
  • Used the $ command to ensure login access to a UNIX shell of a computer.

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27. Trouble Tickets

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Here's how Trouble Tickets is used in Senior Technical Support Specialist jobs:
  • Collaborated analysis on trouble tickets submitted and identified and tracked trends to report weekly with management staff.
  • Administer trouble tickets using custom ticketing and inventory management system.
  • Resolved and escalated trouble tickets created by other representatives.
  • Resolved billing and payment issues, subscriber services, and trouble tickets utilizing CSG system.
  • Answered incoming calls from clients, processed emails, and logged trouble tickets.
  • Recorded customers cases via Sales-Force, emailed and telephone regarding trouble tickets.
  • Assisted with tier two escalations of trouble tickets.
  • Documented recurring issues and creating trouble tickets.
  • Created trouble tickets for escalating issues.
  • Perform quality monitoring of trouble tickets.
  • Support and Configure Pcs, Peripherals and Software (MS, Billing) through internal trouble tickets.
  • Enter trouble tickets using Trackit.

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28. PCS

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Here's how PCS is used in Senior Technical Support Specialist jobs:
  • Upgraded approximately 200 PCs annually by installing and configuring system software.
  • Diagnose and repair of hardware and software problems on PCs, mainframes, and phone systems.
  • Imaged, configured and installed PCs with department specific builds for sites across the country.
  • Lead project to replace over 200 PCs and laptops in a three month period.
  • Diagnosed and repaired PCs as well as Mac computers for hardware and software issues.
  • Work with employees on software and hardware problems as they pertain to PCs.
  • Connected to USB, parallel or serial ports & Bluetooth on PCs.
  • Repaired PCs, setup and deploy new PC workstations and servers.
  • Received and set up new desktop/laptop PCs to corporate specifications.
  • Tested, reconfigured and repaired Dell laptop and desktop PCs.
  • Upgraded PCs for team members without interrupting business transactions.
  • Oversee that all servers and PCs are operating appropriately.
  • Maintained assets and inventory of PCs/laptop and printers.
  • Created many virtual PCs and servers.
  • Support of Windows, UNIX, AS/400, PCs and Servers.
  • Provisioned and encrypted laptops, PCs, and secure access mobile devices utilizing tools such as Bitlocker and USMT.
  • Researched and purchased IT equipment for all offices/jobsites (laptops, PCs, servers, etc).
  • Prepared, deployed and supported PCs using Symantec Ghost, Windows Group Policy, Active Directory.
  • Used Vmware to replace obsolete PCs running as CNC controllers.
  • Installed PCs, operating systems, protocols, services, and printers onto Novell Netware NDPS and Q-based network.

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29. Tcp/Ip

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Here's how Tcp/Ip is used in Senior Technical Support Specialist jobs:
  • Configured TCP/IP for new/re-imaged desktops.
  • Utilized extensive knowledge of Active Directory, DNS, WINS, TCP/IP, and DHCP to maintain high network availability.
  • Configured, programmed and controlled security systems remotely using Communications Interface Adapter (CIA) and TCP/IP protocols.
  • Support and maintain LAN/WAN, TCP/IP, DHCP, DNS, configuration and maintenance as necessary.
  • Configured PC software requirements such as TCP/IP, DHCP, and DNS.
  • E-mail mail server POP3/SMTP setup, TCP/IP and DNS configuration.
  • Designed TCP/IP tunneling for 60 Banyan Vines Servers.
  • Set up TCP/IP networks for multiple workstation setups.
  • Analyze network traffic: HTTP, SMTP, SSL, TCP/IP, DNS.
  • Installed Windows NT workstation operating system and configured for TCP/IP network, including DHCP, WINS and DNS settings.
  • Provided network support including protocols and Server/client implementation with StarGROUP, Lan Manager, and TCP/IP product line.
  • Resolved Winsock and TCP/IP issues.
  • Networked TCP/IP, UDP, VLANs.
  • Network Support Understanding of LAN networks, TCP/IP and IPX/SPX (Cisco and Linksys routers and switches).

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30. Level Support

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Here's how Level Support is used in Senior Technical Support Specialist jobs:
  • Trained first and second level support specialist regarding proper diagnostic and troubleshooting techniques.
  • Provide second/third level support for technical issues requiring assistance or escalation.
  • Provided second level support for all AST desktops, laptops, servers, SCSI devices, network adapters and tape drives.
  • Provided second and third level support for incident management and resolution for Alcatel-Lucent IT managed products and services.
  • Worked as second level support on escalated issues where help desk has failed to solve an issue.
  • Installed, configured and provided 1st and 2nd-Level support for BusTech mainframe channel extension & emulation devices.
  • Provide support to 1st and 2nd level support teams, via a 24/7 On-call support role.
  • Offered Tier 3 level support and troubleshooting techniques for hardware and software related problems.
  • Analyzed and resolved Help Desk issues escalated from the First Level Support Technicians.
  • Provide 2nd and 3rd level support to all remote field offices.
  • Served as second-level support for software issues and technical requests.
  • Maintain First level support database for all level 1 techs.
  • Provided second level support to Technical Support Center.
  • Provide contact information for second level support.
  • Resolved escalated issues after progressing to senior-level support.
  • Provided generalist level support to a broad variety of Shimadzu product lines or applications.
  • Provided 1st and 2nd level support for Hill-Rom's hospital accounts with installed Vocera and Ascom wireless communication products.

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31. Suite

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Here's how Suite is used in Senior Technical Support Specialist jobs:
  • Helped sales representatives get new clients and maintain current clientele with technical expertise on software suite and general Windows OS knowledge.
  • Installed and supported a variety of software applications including Microsoft Office Suite 2003 and other custom applications for our employees.
  • Managed the support of the Macintosh department, including troubleshooting issues with Tiger & Leopard OSX and Adobe Creative Suite.
  • Provide end user assistance for errors encountered on VPN access points, OWA, Outlook, Windows Office Suites.
  • Provided technical support via phone, email and chat to customers of the SAAS suite of products, i.e.
  • Answered customer questions about installation, operation, configuration, customization, and usage of Dell suite of products.
  • Build and repair Global Broadcast Receive AN/TSR-8, 9 and 10 suites and associated RF communications equipment.
  • Selected Achievements * Application deployment suite to manage the deployment of software to an estimated 50,000 workstations.
  • Answered in-bound phone calls from customers needing assistance with their Lotus suite of applications.
  • Conducted live training classes on Microsoft Office Professional Suite 2007 for Faculty Orientation.
  • Provided quality assurance for RealLegal suite of products.
  • Experienced with Microsoft Office Suite.
  • Provided remote support on Lotus Notes, Windows, Microsoft Office, Word Perfect, pcAnywhere, and Lotus Suite.
  • Trained users on Adobe CS5 Suite.
  • Helped team to layout B2B part of JCaps Suite.

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32. Technical Assistance

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Here's how Technical Assistance is used in Senior Technical Support Specialist jobs:
  • Provided technical assistance and support to analyst in the laboratories with laboratory instruments.
  • Provided technical assistance to computer system users.
  • Provided technical assistance and application support.
  • Provide other directed technical assistance as identified by the management and supervision in the Office of Technology Administration and the ITC.
  • Provided guidance, technical expertise and escalation path for the Technical Assistance Center to ensure rapid closure of client issues.
  • Managed the ITT Help Desk and provided technical assistance to faculty, staff and student as required.
  • Provide technical assistance on LAN via face-to-face and telephone contact on both computer and Macintosh systems.
  • Acted as team lead to provide technical assistance and training to system users and staff.
  • Answer incoming phone calls concerning technical assistance will all models of dell laptops.
  • Provide technical assistance with Hardware and Software for desktop computer systems.
  • Provided technical assistance to the company's 250+ user base.
  • Led 24/7 technical support program to ensure timely technical assistance.
  • Deliver remote and technical assistance to IBM field technicians.
  • Provide technical assistance via phone support to contactor and engineering clients for a major energy management controls manufacturer.
  • Provided pre-sales technical assistance including presentations and demonstration of products to potential clients.
  • Participate in customer service training to ensure that customers receive the proper technical assistance in a timely fashion.
  • Mentor and provide technical assistance to junior IT staff as needed.
  • Developed and managed education modules for Chiron's Technical Assistance Center on instrumentation, Immunochemistry assays, and Control products.
  • Provide technical assistance to customers Authorized credit card transactions Processed customer supplies for shipment
  • Provide technical assistance on integration of continuous inkjet, print & apply, thermal transfer overlay and thermal inkjet products.

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33. User Accounts

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Here's how User Accounts is used in Senior Technical Support Specialist jobs:
  • Set up and configured Cisco phones and corresponding user accounts using Cisco Unified Communications manager and Cisco Unity.
  • Manage expansive Active Directory environment, including setup/deletion of user accounts and group permissions.
  • Created and modified user accounts per new hire and global exit requests and created and updated documentation for applications and processes.
  • Utilize the Fast Account Information Script (FAIS) tool for verifying, displaying, and troubleshooting AFNET user accounts.
  • Created all user accounts for Faculty, Staff and Students using Microsoft Exchange Server 2003 and 2007 and Active Directory.
  • Create new / change/ delete user accounts/security groups and provide security rights to users in Active Directory.
  • Manage user accounts and sites for permissions, usage, content and storage to generate reports.
  • Created, modified, and disabled user accounts across multiple domains within the college.
  • Use Active Directory to reset passwords, unlock user accounts and verify workstation identifications.
  • Reset passwords for AFNET, USAFE and Remedy 7.1 user accounts.
  • Configured and managed user accounts and passwords in Active Directory.
  • Manage user accounts on Blackberry Enterprise server and Mobile Iron.
  • Created and maintained user accounts in an NT environment.
  • Created and maintained over 500+ Active Directory user accounts.
  • Managed computer and user accounts via Active Directory.
  • Manage user accounts within network's Active Directory.
  • Managed user accounts with Active Directory Console.
  • Administer all user accounts via Active Directory.
  • Administered user accounts and access rights in AD
  • Perform add moves and changes using Shotetel Communicator Active Directory administration for user accounts and computer accounts.

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34. Voip

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Here's how Voip is used in Senior Technical Support Specialist jobs:
  • Managed configurations of SysMaster VoIP servers to establish call-routing between origination & termination points.
  • Administered and troubleshot VoIP telephone system for headquarters and satellite offices.
  • Provisioned and administered residential VoIP telephony services.
  • Assisted IT department with the conversion of technical support department to the VoIP phone system using the CISCO CP-7940G phones.
  • Maintained and supported all printers, desktops, laptops, servers, VOIP phones, video conferencing across five offices.
  • Provisioned Time Warner s digital phone accounts in the Time Warner s VoIP provisioning system.
  • Resolved VoIP porting and issues for digital phone and maintained customer logs via Remedy.
  • Conducted online training as necessary using Web Ex online training environment via VoIP.
  • Troubleshooted / debugged VoIP & IPTV servers; including network-related issues.
  • Configured, designed, programmed and installed PBX/VoIP Systems and peripherals.
  • Support Cisco Call Manager and associated VOIP phones and devices.
  • Received training on VoIP and PoE switching and routing.
  • Manage and troubleshoot 8x8 VOIP software and hardware.
  • Selected Achievements Played a key role in the relocation of corporate headquarters and implementation of VoIP telephone system.
  • Configured Wi-Fi HotSpot & @Home Router Install for VoIP and UMA integrated devices.
  • Assisted customers with Comcast's cable modem, VOIP, and television services.
  • Manage Mitel VoIP telephone system for office and remote users.
  • Serve national broadband telecommunications provider offering VoIP services to 2M homes and businesses.
  • Worked closely with network engineers and MCI/Verizon to resolve VoIP, SIP, and TDM issues.

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35. Software Applications

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Here's how Software Applications is used in Senior Technical Support Specialist jobs:
  • Installed and updated various software applications on college computing equipment.
  • Provide support to end-users office software applications.
  • Evaluated software applications such as: Microsoft TechNet to find symptoms, causes and resolutions to all Microsoft products.
  • Test and install new software applications on the Network while building software packages to send out to clients.
  • Provided technical support of servers, storage, switches, routers, blades and various software applications.
  • Consult with users on installation and use of software applications and optimize systems for best performance.
  • Author technical and end user documentation for various software applications on an ongoing basis.
  • Installed, troubleshot, and resolved hardware/software applications issues for high-level users.
  • Provided support for Palm Pilots and Blackberry hardware and software applications.
  • Verify new hardware and software applications prior to firm-wide distribution.
  • Installed and supported software applications on a routine bases.
  • Install software applications on local and remote workstations.
  • Supported all PC hardware and software applications.
  • Navigated thru several commercial and proprietary software applications and publications simultaneously to database consumer information and produce solutions to unique problems.
  • Support and administration of Sitecore and Maestro software applications.
  • Write original RPGLE/CLP programs and/or modify existing programs in support of ongoing enhancements to all software applications on the iSeries.
  • Provided primary support for MCI WorldCom software applications for Windows 95, Listmaker and Infosource.

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36. Problem Resolution

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Here's how Problem Resolution is used in Senior Technical Support Specialist jobs:
  • Performed diagnostic and problem resolution for professional retail photography customers.
  • Provided advanced problem resolution in order to reduce downtime.
  • Created problem tickets containing accurate and complete information and then performing the troubleshooting, problem resolution, and trouble ticket closure.
  • Streamlined and documented instructions for clients, end-users, and peers to follow for problem resolution.
  • Developed training materials, detailed documentation, FAQ's, and HTML pages for problem resolutions.
  • Coordinated problem resolutions, bug fixes, enhancements and new versions with developers.
  • Participated in support calls with more demanding clients to achieve problem resolution.
  • Use technical and soft skills to provide quick and effective problem resolution.
  • Exercise good judgment in determining work and problem resolution priorities and approaches.
  • Provide thorough support and problem resolution for customers.
  • Supported over 500 customer support requirements requiring independent hands-on PC troubleshooting, network problem resolution, and PC-network configuration.
  • Administered thorough support and problem resolution for users.Maintained composure and patience in difficult user situations.
  • Provided onsite technical assistance and problem resolution management for hardware related critical situations.
  • Dispatch and support IBM Customer Engineers for onsite problem resolution.

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37. Vmware

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Here's how Vmware is used in Senior Technical Support Specialist jobs:
  • Replicate customer environments using VMWare.
  • Project Manager for implementing VMWare's Site Recovery Manager for virtual server disaster recovery, reducing downtime from days to minutes.
  • Worked with VMware products within modern IT production data centers and infrastructure environments.
  • Created packages for a multitude of business applications, most notably VMWare.
  • Created and implemented a VMware infrastructure design for branch offices worldwide.
  • Maintained VMWare systems and sans storage.
  • Provisioned, configured and performed troubleshooting in our VDI environment using VMware's vSphere client, Connection Broker and View Client.
  • Monitor servers, networks and applications utilizing standard tools including Microsoft System Center Management, SCOM, Solarwinds and VMware vSphere.
  • Administer ESX 5.0, VMWare infrastructure, associated VMs, datastores, and vCenter server.

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38. DNS

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Here's how DNS is used in Senior Technical Support Specialist jobs:
  • Performed advanced troubleshooting for DNS/MX record issues, connectivity to proxy servers, and IOS of CPE/Cisco routers.
  • Addressed issues related to Cisco Switches, Wireless Routers, Blue Coat Firewalls, Proxy and DNS servers.
  • Added and edited DNS zone files for clients.
  • Set up, Monitor, Maintain Company's infrastructure (DNS, DHCP, Shared files).
  • Install, configure & maintained AD, DNS, DHCP Develop and maintain LAN/WAN, Internet, and wireless communication networks.

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39. QA

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Here's how QA is used in Senior Technical Support Specialist jobs:
  • Led movement of code into Server environments for QA, RATE (Regional Acceptance Test Environment), and Production.
  • Communicate feature requests and bug reports that are reported by customers or in QA testing to our Development team.
  • Earned respect and award from QA department for assisting with software testing of new releases and bug fixes.
  • Developed QA process for testing and repair of new product shipped from new manufacturing site in Malaysia.
  • Reviewed QA Turnover documents in order to develop test cases and provide feedback to project team.
  • Installed, configured, and maintained databases in the production, development, and QA environments.
  • Communicated customer feedback to Research, PD, and QA, resulting in improvements to products.
  • Project Manager for process redesign project impacting Support, QA, Engineering and Product Management.
  • Participated in weekly meetings with QA and Engineering on Bug tracking and fixes.
  • Provided training in instrument use and calibration for QA technicians and supervision.
  • Reported issues and completed QA procedures for resolutions and release.
  • Build, QA, modify and maintain business images.
  • Provide customer feedback to QA and product development teams.
  • Conducted Software tests in Development and QA Environment.
  • Established QA process that didn t exist before.
  • Acted as backup for QA Technical Support.
  • Managed 4 network systems QA engineers.
  • Configure Hyper-V Servers for QA/Production.

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40. Novell

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low Demand
Here's how Novell is used in Senior Technical Support Specialist jobs:
  • Performed Novell Administrator duties in product development lab.
  • Maintained security levels on Novell Server.
  • Remain proficient on Cisco networks, Novell/Windows operating systems, hardware, software, Oracle databases, Internet and related products.
  • Create, reset and unlock users' account for new and temporary employees within a Novell and NT environment.
  • Provided end user training to City of St. Louis Employees on Novell GroupWise and network applications courses.
  • Served as liaison for Human Services on county design team for a Novell to Microsoft migration.
  • Upgraded a Novell 4x file server and a 3x mail server, including all workstations.
  • Migrated 10 Novell NetWare 4.11 servers to Microsoft Windows NT 4.0/2000 servers.
  • Assisted with the building and deploying Servers in Windows and Novell networks.
  • Provided user support on Novell NetWare 4.1 to minimize user downtime.
  • Network support included Novell, Unix, and Windows platforms.
  • Worked in the House Information Systems (HIS) Division as a Novell network expert and desktop applications developer/trainer.
  • Assisted with Novell to Windows network migration, as well as a Groupwise to Exchange email system migration.
  • Implemented and supported Windows 2000 Server, NT Server, Novell NetWare, and Groupwise.
  • Supported the iPlanet family of servers on Unix, Windows, and Novell platforms.
  • Trained other Support staff on networking issues on Novell & Windows for Workgroups.
  • Transitioned users from a MS Active Directory Domain to a Novell Workgroup.
  • Supported system engineers and LAN engineers in Novell Netware and Windows NT

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41. Linux

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low Demand
Here's how Linux is used in Senior Technical Support Specialist jobs:
  • Configured and installed Linux based application installation point servers across the enterprise for use in imaging new equipment.
  • Deploy and troubleshoot complex software installations in Microsoft and Linux environments.
  • Provided technical support for a Linux based web/application hosting company.
  • Assisted Sr. Linux Admin with data migration, script installations, locating malicious files, etc.
  • Resolved Three-Tier Escalations and Server Level Network Issues on Linux, Windows, and FreeBSD platforms.
  • Work in a Linux environment to access and modify files particular to the software.
  • Used Linux directory structures and command line for troubleshooting failed modes.
  • Add websites to Linux based web servers and file servers.
  • Deployed BlueDragon web application server (ColdFusion) on Linux with Apache Web Server and MySQL database as backend.
  • Created Linux Perl scripts for use, in problem diagnostics, and remediation; for quicker resolution.
  • Build and configure VMware ESX 3.5 and ESXi 4.1 Host Servers to support Windows Server and Linux virtual machines.

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42. Computer System

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low Demand
Here's how Computer System is used in Senior Technical Support Specialist jobs:
  • Installed, repaired, and upgraded computer systems including peripheral and ancillary equipment.
  • Advanced ability in learning and comprehending new and complex computer systems and methodology
  • Provided technical support to users and system administrators of computer systems.
  • Installed and configured computer systems using different build technologies.
  • Provided quality assurance of computer systems and testing before machines were installed on the customer's desk.
  • Installed over 25 network drops for computer systems to maintain network connectivity and support organizational growth.
  • Identify and correct or advise, on operational issues in client computer systems.
  • Analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
  • Provided computer system support for both in-house staff and remote customers.
  • Verified that information in the computer system was up-to-date and accurate.
  • Configured computer systems and peripherals for both customers and in-house use.
  • Provided Troubleshooting for problems with new computer systems.
  • Supported Dell's Corporate Business Group computer systems.
  • Administer customer's complex networks and computer systems.
  • Perform electronic and mechanical repairs and preventive maintenance procedures on interactives, A/V equipment and computer systems.
  • Monitor and maintain computer system security, including firewall, virus protection and spyware removal.
  • Assist with troubleshooting computer systems, network, telecom and VOIP issues at remote locations.
  • Repair of computer systems and reimaging of them when needed.

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43. SLA

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low Demand
Here's how SLA is used in Senior Technical Support Specialist jobs:
  • Translated technical jargon into easy to understand verbiage for non-technology inclined subscribers.
  • Reached and exceeded SLA (Service Level Agreement) goals individually and as a team receiving several awards of recognition.
  • Establish strategic direction for CAEG Expert Applications by identifying client needs and translating them into CAEG Program Office opportunities.
  • Develop and maintain training material, manage call center metrics, SLA/OLA for internal and external teams and vendors.
  • Help manage three help desk interns and ensure SLA's were met using the Dell KACE ticketing system.
  • Created SOP's and SLA's for overall project support requirements as well as help desk procedures.
  • Assist in the development of service level agreements (SLA) and various organizational IT policies.
  • Develop and maintain online systems for SLA, OLA, 6 Sigma and Technical training reports.
  • Monitor ticket levels, SLA compliance and assign work as required to meet contract requirements.
  • Ensured Service Level Agreement (SLA) scores are being met in all areas.
  • Slashed printer service/maintenance costs by more than 40% through strategic vendor negotiations.
  • Monitored queue daily to provide updates and closure per SLA.
  • Maintain SLA's; re-sign customers & increase revenue.
  • Created SLA for the technical support group.
  • Provided translation of French websites.
  • Support in driving to standards in SOW and SLA's.
  • Access RDP for various providers for access to tools such as DSLAM, Omnia, Customer Master, etc.
  • Managed multiple Remedy queues to ensure mandated SLAs are met or exceeded.
  • Translate documents from English to Spanish and Italian (e.g.

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44. CRM

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low Demand
Here's how CRM is used in Senior Technical Support Specialist jobs:
  • Documented all problem/resolutions in CRM while escalating issues which required programming changes.
  • Documented cases and assisted with customization of reporting functionality within CRM system.
  • Participated in weekly hardware and software maintenance, and originated/escalated detailed trouble tickets for higher tiers of support using Magic CRM.
  • Maintained call-billing rates, IVR, DID distribution, Radius Authentication, and, customization of VoIP CRM websites.
  • Use of Lotus Notes and Microsoft CRM for issue recording/tracking.
  • Created custom reports on Salesforce (CRM) and update user information.
  • Create and close cases in Salesforce CRM for client issues.
  • Enter accurate information into CRM system.

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45. Sharepoint

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low Demand
Here's how Sharepoint is used in Senior Technical Support Specialist jobs:
  • Created and maintained install procedures and troubleshooting documentation via CA Knowledge and SharePoint.
  • Project Lead - Office 365 migration from Google Apps in Nov. 2013, including SkyDrive, SharePoint and Office 2013.
  • Created, deployed and administered SharePoint site for each team including document management, web parts, and event receivers.
  • Collaborate with the design and creation of the internal SharePoint sites for the internal Support and Green site.
  • Route SharePoint trouble tickets to the appropriate level of support using the Remedy Ticket Routing Matrix.
  • Updated and expanded the team's documented policies and procedures stored on SharePoint.
  • Initiated and managed a departmental wide knowledge base with SharePoint 2010.
  • Appointed as the SharePoint Administrator for EON.
  • Experience in Sharepoint SCCM (System Center Configuration Management) Administration.
  • Participate in the creation of the Help Desk Sharepoint Site.

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46. POS

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low Demand
Here's how POS is used in Senior Technical Support Specialist jobs:
  • Structure a seminar with training department on handling negotiations and volatile situations in customer interactions to increase positive customer experiences.
  • Implemented host/network based IDS/IPS monitoring, systems hardening, and vulnerability assessment via penetration-testing tools to mitigate unauthorized access/exposure.
  • Applied fixes for Data Warehouse repositories, Change Management and Technical documentation written for installation procedures.
  • Support in the generation of engineering presentations and proposal preparations.
  • Synchronized, central data repository to assure accuracy and security.
  • Researched industry standards and monitored and market position.
  • Consulted with software engineers, product managers and project managers to identify technical problems; then propose or collaborate on solutions.
  • Diagnose and submit replacement requests for software and hardware issues with FTD-owned HP Point-of-Sale (POS) systems and POS equipment.
  • Provide program technical and business management for POS systems installed at over 23,000 gas stations and convenience stores across the country.
  • Drafted and composed the user's guide outlining new policies, procedures, and standards for Windows 2000.
  • Create and conduct informational presentations on POS systems and projects to numerous client groups.
  • Produce SMS web reports for reporting purposes for school administrators and administrative staff.
  • Provide strong and effective customer service for all client users of POS systems.
  • Maintain POS systems and related equipment resident in the EPOS lab.
  • Write documents for new procedures and training purposes.
  • Possess excellent technical and customer services skills.
  • Performed duties for each position as required
  • Maintain high quality of project deliverables by positively impacting the customer satisfaction.
  • Maintain Active Directory users, computers, and GPOs.
  • Care and Support to Mistral Mistral Workshop and Pos systems both belonging to the company Mistral Caribe Holding.

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47. Lotus Notes

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low Demand
Here's how Lotus Notes is used in Senior Technical Support Specialist jobs:
  • Developed and maintained databases for security violations within Headquarters Marine Corps with Lotus Notes 4.5.
  • Used computer software such as LOTUS NOTES, ECARDS (Electronic Technical Drawings).
  • Resolved multiple problems with remote site connections, Lotus Notes, and more.
  • Converted users email accounts from MS Outlook to IBM Lotus Notes.
  • Project Lead for Lotus Notes upgrade to 6.03 and 7.01.
  • Provided support and maintained Domino Databases for Lotus Notes.
  • Managed Lotus notes group and database permissions.
  • Migrated users from lotus notes to outlook.
  • Configured and maintained Lotus Notes desktop.
  • Experience with Raiser s Edge database and email clients such as Outlook, Lotus Notes and Eudora.

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48. Android

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low Demand
Here's how Android is used in Senior Technical Support Specialist jobs:
  • Assisted in the setup, configuration and support of Blackberry, iPhone, iPad, tablets and Android devices.
  • Set up, configure, and maintain laptops and Blackberry, iPhone, Android, and Windows mobile devices.
  • Provide level 3 support for multiple applications and companies on Windows Mobile, Blackberry, Android and IOS platform.
  • Introduced fully functioning Android experience including pushing out contacts, WiFi and company email.
  • Assisted clients with iPhone and Android email configuration.
  • Worked with IOS, Android, Blackberry devices.
  • Provide Smartphones/PDA's software upgrade and deploy new Corporate Apps (iPhone, iPad, Blackberry and Android).
  • Work and troubleshoot IOS Devices, Blackberry, and Android handheld based units from wireless to Applications errors.
  • Manage Good Enterprise server and troubleshoot iOS and Android based mobile devices.
  • Develop Android applications to fit the needs of the Redstone Test Center.
  • Configure and support iPhones, iPads and Android-based phones.

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49. Technical Problems

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low Demand
Here's how Technical Problems is used in Senior Technical Support Specialist jobs:
  • Assist external users to establish remote connections to HFA systems and with technical problems encountered at HFA web sites.
  • Troubleshooted client technical problems through phone support, email messages, and a public forum on the web.
  • Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
  • Identified sources and documented trends of technical problems to prevent future occurrences.
  • Assisted in research of technical problems that occurred.

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50. Training Programs

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low Demand
Here's how Training Programs is used in Senior Technical Support Specialist jobs:
  • Design, develop, and taught customized training programs for all departments: purchasing, warehouse, sales, and accounting.
  • Develop Training programs for Help Desk; Technical Support; End Users and Management.
  • Served as subject matter expert (SME) for software application training programs.
  • Created Sales and Affiliate training programs for launch of new product lines.

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Senior Technical Support Specialist Jobs

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20 Most Common Skills For A Senior Technical Support Specialist

Technical Support Specialists

12.7%

Desktop

11.9%

Computer Hardware

11.6%

Customer Service

7.6%

Windows XP

5.8%

Phone Calls

4.9%

Active Directory

4.5%

Technical Support

4.5%

Trouble Shooting

4.5%

Laser Printers

4.2%

Hardware Issues

4.2%

Email

3.8%

Laptops

3.3%

Setup

3.3%

Network Printers

2.8%

Internet

2.6%

VPN

2.4%

OS

2.0%

SQL

1.8%

Citrix

1.7%
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Typical Skill-Sets Required For A Senior Technical Support Specialist

Rank Skill
1 Technical Support Specialists 9.7%
2 Desktop 9.1%
3 Computer Hardware 8.8%
4 Customer Service 5.8%
5 Windows XP 4.4%
6 Phone Calls 3.7%
7 Active Directory 3.5%
8 Technical Support 3.4%
9 Trouble Shooting 3.4%
10 Laser Printers 3.2%
11 Hardware Issues 3.2%
12 Email 2.9%
13 Laptops 2.5%
14 Setup 2.5%
15 Network Printers 2.1%
16 Internet 2.0%
17 VPN 1.8%
18 OS 1.5%
19 SQL 1.4%
20 Citrix 1.3%
21 Remote Access 1.3%
22 Mac 1.2%
23 Helpdesk 1.1%
24 Knowledge Base 1.0%
25 LAN 1.0%
26 Unix 1.0%
27 Trouble Tickets 1.0%
28 PCS 0.9%
29 Tcp/Ip 0.9%
30 Level Support 0.9%
31 Suite 0.9%
32 Technical Assistance 0.8%
33 User Accounts 0.8%
34 Voip 0.8%
35 Software Applications 0.8%
36 Problem Resolution 0.8%
37 Vmware 0.7%
38 DNS 0.7%
39 QA 0.7%
40 Novell 0.7%
41 Linux 0.6%
42 Computer System 0.6%
43 SLA 0.6%
44 CRM 0.6%
45 Sharepoint 0.6%
46 POS 0.6%
47 Lotus Notes 0.6%
48 Android 0.5%
49 Technical Problems 0.5%
50 Training Programs 0.5%
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23,463 Senior Technical Support Specialist Jobs

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