Sr Technical Support Engineer
Company Name:
WebMD
WebMD (NASDAQ: WBMD) is the most recognized and trusted brand of health information and the leading provider of health information services, serving consumers, physicians, healthcare professionals, employers and health plans through our public and private online portals and _WebMD the Magazine_. The WebMD Health Network includes WebMD, Medscape, MedicineNet, eMedicine, RxList, and Medscape Education. Our consumer portals and mobile health applications provide engaging, relevant and credible health and wellness information, personalized health assessment tools and access to online communities.
WebMD is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities
Do you have a knack for delivering high quality technical support?
Do you have a way with people and love helping them out?
If so, WebMD may be the place for you! We're searching for a customer service oriented Sr. Technical Support Engineer with strong experience supporting hardware, software, network and mobile devices.
What You Will Be Doing
This position is accountable for daily desktop support and operations in WebMD, operating within enterprise infrastructure and subsidiaries. Position reports to the local Desktop Team Leader and Desktop Services Manager.
Essential Duties and
Responsibilities:
Responsible for desktop support, activities, and both short term and long term projects.
Provide technical L1, L2 & L3 hardware and software support for end users from support staff to top executive management.
Provide on-call support as required.
Create and deliver timely aggregated cross-team weekly status reports to management.
Enforce and deploy Corporate Technology standards, policies and procedures.
Train and assist with End User training on all systems.
Develop and establish strong working relationships with management company-wide.
Manage end-user requests.
Assist with all acquisition, integration and deployment of technologies.
Implement standards and procedures to quickly and efficiently provide problem determination and resolution.
Strengthen day-to-day support operations and manage to minimize and ultimately suppress impact to end-user and executive productivity.
Develop, document and implement all necessary IT controls, policies and procedures associated with the role's area and consistent with internal policies, methods, legal and regulatory compliance requirements and as requested by management.
Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
Maintain trouble ticketing and defect tracking systems, and provide procedures and impose process structure, methods, discipline and standards.
Log into the ACD system daily to receive incoming user calls.
Execute planned activities involved in the planning, deployment, and support of small, medium and large infrastructure, application and organizational projects.
Carry and move equipment as necessary.
What''s In It For You
Besides a competitive compensation package, you''ll be working with a great group of technologists interested in always finding the right tool for the job in a culture that encourages innovation. If you''re ready to take on some new technical challenges at a well-respected company, we''d love to hear from you.
What You Need For This Position (minimum qualifications)
Minimum 1 to 3 years technical support experience
Outstanding communication skills a must
Thorough knowledge of support center operations and call-center principles
Strong and proven technical skills including and not limited to
Windows 7 and MS-Office 2010 Applications suite,
Juniper or equivalent VPN software client support and troubleshooting
Windows Outlook/Exchange advanced end-user functionality
Collaboration and conferencing tools inter-workings and dependencies
Smart phone support, both Apple and Android
Thorough knowledge of networking requirements and functions for desktops and remote users such as TCP/IP, DNS, DHCP, Security components, AV, Mal-ware, Ethernet, WiFi & Peer-to-Peer
Thorough knowledge of Desktop/Laptop hardware and end-user level peripherals
Understanding of Server Infrastructure and ability to provide 1st level support.
Strong ability in the support of trouble ticketing via tools, workflow and SLA
Very strong interpersonal relationship, team building, collaboration and facilitation skills
Very strong problem solving and analytical skills and should be a methodical and systemic thinker
Understand customer service and service delivery principles
Must be a flexible team player.
Seeks to expand and share knowledge and experience and is committed to continuous learning.
Proven history of proactive orientation towards troubleshooting, problem solving, and quick thinking with a sense of urgency and priority.
Ability to lift items weighing up to and including 50 pounds.
Ability to work on a rotating on-call schedule, which includes night and weekend coverage.
Must be flexible to travel up to 10%
and if you have the following, even better! (preferred qualifications)
Bachelor's degree in Computer Science or MIS preferred
MCSE XP-Pro Track
A
certification
Zendesk is a big plus
Date: 2014-05-20
Country: US
State: GA
City: Atlanta
Postal Code: 30361
Category: TechnologyEstimated Salary: $20 to $28 per hour based on qualifications.
WebMD
WebMD (NASDAQ: WBMD) is the most recognized and trusted brand of health information and the leading provider of health information services, serving consumers, physicians, healthcare professionals, employers and health plans through our public and private online portals and _WebMD the Magazine_. The WebMD Health Network includes WebMD, Medscape, MedicineNet, eMedicine, RxList, and Medscape Education. Our consumer portals and mobile health applications provide engaging, relevant and credible health and wellness information, personalized health assessment tools and access to online communities.
WebMD is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities
Do you have a knack for delivering high quality technical support?
Do you have a way with people and love helping them out?
If so, WebMD may be the place for you! We're searching for a customer service oriented Sr. Technical Support Engineer with strong experience supporting hardware, software, network and mobile devices.
What You Will Be Doing
This position is accountable for daily desktop support and operations in WebMD, operating within enterprise infrastructure and subsidiaries. Position reports to the local Desktop Team Leader and Desktop Services Manager.
Essential Duties and
Responsibilities:
Responsible for desktop support, activities, and both short term and long term projects.
Provide technical L1, L2 & L3 hardware and software support for end users from support staff to top executive management.
Provide on-call support as required.
Create and deliver timely aggregated cross-team weekly status reports to management.
Enforce and deploy Corporate Technology standards, policies and procedures.
Train and assist with End User training on all systems.
Develop and establish strong working relationships with management company-wide.
Manage end-user requests.
Assist with all acquisition, integration and deployment of technologies.
Implement standards and procedures to quickly and efficiently provide problem determination and resolution.
Strengthen day-to-day support operations and manage to minimize and ultimately suppress impact to end-user and executive productivity.
Develop, document and implement all necessary IT controls, policies and procedures associated with the role's area and consistent with internal policies, methods, legal and regulatory compliance requirements and as requested by management.
Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
Maintain trouble ticketing and defect tracking systems, and provide procedures and impose process structure, methods, discipline and standards.
Log into the ACD system daily to receive incoming user calls.
Execute planned activities involved in the planning, deployment, and support of small, medium and large infrastructure, application and organizational projects.
Carry and move equipment as necessary.
What''s In It For You
Besides a competitive compensation package, you''ll be working with a great group of technologists interested in always finding the right tool for the job in a culture that encourages innovation. If you''re ready to take on some new technical challenges at a well-respected company, we''d love to hear from you.
What You Need For This Position (minimum qualifications)
Minimum 1 to 3 years technical support experience
Outstanding communication skills a must
Thorough knowledge of support center operations and call-center principles
Strong and proven technical skills including and not limited to
Windows 7 and MS-Office 2010 Applications suite,
Juniper or equivalent VPN software client support and troubleshooting
Windows Outlook/Exchange advanced end-user functionality
Collaboration and conferencing tools inter-workings and dependencies
Smart phone support, both Apple and Android
Thorough knowledge of networking requirements and functions for desktops and remote users such as TCP/IP, DNS, DHCP, Security components, AV, Mal-ware, Ethernet, WiFi & Peer-to-Peer
Thorough knowledge of Desktop/Laptop hardware and end-user level peripherals
Understanding of Server Infrastructure and ability to provide 1st level support.
Strong ability in the support of trouble ticketing via tools, workflow and SLA
Very strong interpersonal relationship, team building, collaboration and facilitation skills
Very strong problem solving and analytical skills and should be a methodical and systemic thinker
Understand customer service and service delivery principles
Must be a flexible team player.
Seeks to expand and share knowledge and experience and is committed to continuous learning.
Proven history of proactive orientation towards troubleshooting, problem solving, and quick thinking with a sense of urgency and priority.
Ability to lift items weighing up to and including 50 pounds.
Ability to work on a rotating on-call schedule, which includes night and weekend coverage.
Must be flexible to travel up to 10%
and if you have the following, even better! (preferred qualifications)
Bachelor's degree in Computer Science or MIS preferred
MCSE XP-Pro Track
A
certification
Zendesk is a big plus
Date: 2014-05-20
Country: US
State: GA
City: Atlanta
Postal Code: 30361
Category: TechnologyEstimated Salary: $20 to $28 per hour based on qualifications.
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