IT Support Technician

Job description / Role

DUTIES AND RESPONSIBILITIES
The IT Support Technician II provides a second-tier technical support. The Support Technician is part of a 24/7 operation center and are a motivated and enthusiastic individual with a passion for troubleshooting and technology. A problem solver, looking for a challenge in a dynamic work environment. Answer inbound calls and emails from customers in an efficient and timely manner.

• Troubleshoot quickly and efficiently, providing information and solutions to customers and do so with the highest standards of professional customer service.
• Excellent verbal and written communication skills, you will also have excellent attention to detail.
• Troubleshoots, configuration, database administration, and repair for server, network, infrastructure, data center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, a Level II Support Technician generally has a high level of expertise in a company and is the go-to person for solving difficult issues.
• Assists with network testing assignments designed to maximize operating capacity. Coordinate application repairs & communicate with clients concerning scheduled maintenance and availability of the application and services.
• Level II Support Technicians tend to have a specialization in application and configuration management and support and can determine if an issue is new or an existing one. Ability to multi task and use advanced diagnostic tools, log research and data analysis.
• Will work on a variety of software solutions in order to meet the business requirements set forth by customer expectations. The candidate will demonstrate strong interpersonal skills and the ability to act independently or among a diverse team of cross-functional members and customers.
• Contribute to creating and updating a support knowledge base and issue tracker, you will have a passion for learning and knowledge share.
• Maintain service level resolution guidelines and provide status updates at all times.
• Answers end user questions, coaches and troubleshoots standard IT issues, questions, problems and failures with company Software, peripherals or workstations, in person, remotely via telephone, email or chat calls.
• Recognizes, categorizes and isolates user questions, issues and problems.
• Maintains a good general knowledge of the MIS environment and the technologies associated with individual computers, workstations, software and associated hardware as well as the company standard workstation configurations.
• Follows company policies, procedures and standards in responding to requests and providing end user support.
• Contribute to the documentation of technical specifications and manuals for software application.
• Provide oversight management of vendors and other technical support staff. Liaise with Level 3 staff to maintain, upgrade, patch software application and services.
• Provide after business hours on-call support.
• Performs other responsibilities associated with this position that may be appropriate.

Requirements

• Degree in Computer Science or related field is required and 6 years experience.
• Exposure to server administration / management is a plus.
• Experience with software installation and configurations and previous programming experience would be desired skills for this position.
• Experience maintaining, supporting and implementing medium to large scale software applications in a real-time operational environment where uptime is a crucial issue.
• Professional References (peers, direct and indirect managers) from previously occupied positions are required.
• Problem identification, problem solving and analytical skills.
• Understanding of infrastructure components and protocols and how they fit into enterprise architecture. This may include a combination of the following elements: network, TCP/IP protocols, infrastructure enabling protocols and various network/application protocols.
• Proficiency in HTML/XHTML, XML, JBOSS, Java and CSS.
• Understanding of relational data modeling and experience with SQL.
• Understanding of core programming concepts, theories and patterns.
• Knowledge of JavaScript and RhinoScript.
• Knowledge of industry best practices and methodologies.
• Knowledge of global IT infrastructure.
• Must be able to communicate professionally in both English and Arabic.
• Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person).
• Ability to write basic documents (may include email or memos). Typically communicates with a limited group of individuals (employees and some managers) throughout the organization and may occasionally communicate with those outside of the organization (i.e. clients, vendors).

About the Company

Parsons is a leader in many diverse markets such as infrastructure, transportation, water, telecommunications, aviation, commercial, environmental, planning, industrial manufacturing, education, healthcare, life sciences and homeland security.

Parsons provides technical and management solutions to federal, regional and local government agencies as well as private industries worldwide.