Senior Help Desk Technician at Pyramid Consulting, Inc. in Cary, North Carolina

Senior Help Desk Technician

Immediate need for a talented Senior Help Desk Technician with experience in the Telecom Industry. This is a 6+ Months contract opportunity with long-term potential and is located in Cary, NC. Please review the job description below.

Key Responsibilities:

• This position will provide ticket management, triage and troubleshooting of Incident, Change and MACD tickets for all customers supported by the client Integrated Solutions Desk.
• Provide exceptional customer service.
• Ability to keep customer experience in perspective of different customer needs and support contracts.
• Act as primary technical resource in critical event management situations including providing support on technical and customer calls.
• Work alerts and alarm notifications associated to incidents to meet all contractual SLA's.
• Work on cross departmental projects with client internal and external teams.
• Perform standard changes and follow escalation processes for complex technical issues
• Operating System Support:
  Windows/Linux/Cisco IOS.

Key Requirements and Technology

Experience:

• Hardware Support:
  Server parts replacement (various)
• Ability to follow vendor RMA processes
• Application Support:
  Experience learning and supporting vendor and custom based applications; experience with Active Directory, SQL
• Technologies/Solutions:
  Microsoft, Cisco, Linux, VMWARE, SAN Storage, Voice Recording, Call Routing, IVR, routing/switching
• Must be able to multitask.
• 2+ years of experience with Operating Systems and Application support
• Experience using monitoring platforms, responding to alarms.
• Experience managing ticket queues.
• Experience with user account management within a solution or application.
• Familiar with opening vendor support cases and working with vendor engineers on resolutions.
• Available to work in a mission critical 24/7 operations center: shift work, nights, weekends, holidays, and in inclement weather.

Our client is a leading Telecom Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.