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Tier II Technical Support

Location : Kansas City, MO
Job Type : Direct
Compensation : 50000.00 - 75000.00 USD/YEAR
Hours : Full Time
Travel : No
Relocation : No

Job Description :

In this position you will provide Tier-II Technical and Testing Support for Client customers across all electronic access platforms for the Customer Contact Center (CCC). Our Support Administrators promptly identify, troubleshoot, and resolve intermediate to complex end-user computer software, hardware, and networking issues.

Provide Tier-II Technical Support to customer service representatives in the Clients Customer Contact Center (CCC) and Tier-I support for the largest customers.


 


Key Activities:



  • Receive escalated calls from first level support teams to troubleshoot customer connectivity issues related to secure connections, certificates, middleware, and Federal Reserve applications.

  • Facilitate and lead troubleshooting and testing conference calls to implement and test changes to Federal Reserve connections.

  • Serve as subject matter experts for technical discussions for Federal Reserve connections, network connectivity, and complex network environments. 

  • Participate in and supports moderately complex System-level projects, such as implementation/upgrades of end-user hardware and software.

  • Utilize on-site lab to emulate customer environment for product troubleshooting purposes.

  • Utilize on-site lab to test new products and service offerings, including cloud-based services.

  • Represent the Customer Contact Center on high severity System-level outage calls.

  • for lab and product designs related to cloud-based services.


 


Qualifications:



  • Associates degree in information technology or other closely related field from a technical/vocational school, accredited college or university, or equivalent combination of directly related education or experience.

  • Working knowledge of multiple hardware/software platforms and applications.

  • Incumbent must be fully vaccinated against COVID-19

  • A minimum of 1 year of directly related work experience, including use of advanced networking skills preferred.

  • Certifications or the active pursuit of certifications relating to Networking, Active Directory, and Server Operating System Administration preferred. List of ideal certifications may include: Cisco Certified Network Associate (CCNA), Cisco Certified Entry Network Technician (CCENT), Comp TIA Network+, Amazon Web Services/Google Cloud/Microsoft Azure, etc.

  • Operational hours of the group are 6:30 a.m. to 7:30 p.m. Initially your shift will be 8 a.m. to 5 p.m. After several weeks of training your hours will switch to 11:00 a.m. to 7:30 p.m. Work shifts are regularly put up for bid and assigned according to seniority.

  • All team members are assigned 2-3 Saturday work assignments each quarter. Saturday hours are 7:30 a.m. to 3:00 a.m. Week-long after hours on-call support assignments exist and are rotated among the team. Each team member is assigned to be on-call weeks 1-2 per quarter.


 


 


Required Qualifications :
 
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