Information Technology Support Specialist in SAN FRANCISCO BAY AREA

To support the recent growth of clients, solutions, and services deployed, TransSIGHT is looking for a key individual to provide 1st and 2nd level support to our clients and customers. TransSIGHT has several different solutions deployed across several other clients and transportation agencies. This position provides the primary point of contact for all incoming communications from clients and users using JIRA to capture and track all events. This person will provide initial support and resolve issues, and help. For issues and questions that can not be resolved, the JIRA ticket will be directed to the appropriate 3rd level support team. The Service Desk is responsible for tracking and monitoring all production JIRA tickets to ensure effective and professional support and resolution is always provided to our clients.

This role is 100% remote and will involve some shifts to cover business hours across North American time zones.

• Become a subject matter expert across all deployed TransSIGHT solutions and services; this includes mobile apps, websites, digital kiosks, back-office systems, and business intelligence platforms
• Monitor the performance of solutions and services using monitoring tools and platforms
• Receive and properly route all service request tickets across multiple projects utilizing operating procedures specific to each project
• Promote excellent customer service in effectively dealing with and reporting customer issues, questions, and complaints in a fast-paced environment
• Respond to all incoming calls, emails, voicemail, and tickets in a prompt, professional, courteous, and efficient manner
• Lodge, track, and ensure closure of all events in the JIRA ticketing system
• Properly regulate daily updates to new and outstanding service ticket requests to the corresponding customers and the relevant stakeholders
• Provide daily, weekly, and monthly status reports for each project to the Operations Manager regarding all availability requirements, including KPI’s, the health of the systems, and ticket tracking
• Build and maintain strong working relationships with internal and external customers while delivering a high level of service
• Contribute to the information improvement processes by facilitation of the flow of information across staff
• Escalate to the Operations Manager situations of significance or those that are not resolved promptly
• Be proactive in approach and suggest a solution where possible
• Thorough knowledge of all TransSIGHT solutions and services, both business and technical
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by the supervisor/manager from time to time, as may be reasonably required.

Skills/Experience/Knowledge

• Microsoft Office 365: Add/remove/troubleshoot accounts, setup MS Office, troubleshoot MS Office issues, etc.
• Identity Management systems: Add/remove/troubleshoot Active Directory, Azure Active Directory accounts and access issues.
• MSP Systems management: Ability to utilize a ticketing system such as Jira, RMM tool such as Nable RMM, etc.
• File sharing: Add/remove/troubleshoot SMB shares, SharePoint, Google Drive, Dropbox, Egnyte, etc.
• Workstations Support: Ability to provide PC repair, setup, and support for Dell, HP, Lenovo, Macs, etc.
• Line of business apps: Ability to troubleshoot MS Office, Email Security such as Proofpoint, Genesyss, QuickBooks, etc.
• Networking: Ability to support network functions such as Cisco router, switches, and firewall.
• Servers: Basic server maintenance and support such as replacing failed hard drives and UPS batteries, setting up basic server backup systems, troubleshooting basic Dell and HP server issues, etc.

Personal Qualities

• Customer service focus
• Professional attire, attitude, and conduct
• Strong interpersonal skills with excellent communication skills, both oral and written
• The ability to effectively liaise with all levels of internal and external stakeholders
• Stay focused and calm under pressure
• Highly motivated with a positive can-do attitude