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Frontline Technical Support Jobs in Oregon (NOW HIRING)

Netflix

Solutions Support Engineer (L5) - Eng Productivity

OR · On-site +1

$137K/yr

Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots ... Passion for creating technical documentation and tutorials, with a deep understanding of what makes ...

TEKsystems

Call Center Supervisor

Beaverton, OR

$30/hr

This includes escalations above Tier 2 agents and escalations from frontline agents. * Reporting ... Technical Support * Provide basic troubleshooting for agent equipment and software, including ...

TEKsystems

Call Center Supervisor

Beaverton, OR

$30/hr

This includes escalations above Tier 2 agents and escalations from frontline agents. * Reporting ... Technical Support * Provide basic troubleshooting for agent equipment and software, including ...

Amat

Process Support Engineer - Etch

Hillsboro, OR · On-site

$86K - $119K/yr

The Global Field Group (GFG) at Applied Materials is the frontline organization responsible for ... Through a combination of deep technical expertise, rapid problemsolving, and close collaboration ...

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Frontline Technical Support information

What is frontline technical support?

Frontline technical support roles involve assisting customers or end-users with troubleshooting and resolving technical issues related to products or services. These professionals are typically the first point of contact for customers seeking help, whether by phone, email, chat, or in person. Their responsibilities often include diagnosing problems, providing step-by-step solutions, escalating more complex issues to higher-level support, and ensuring customer satisfaction. Frontline technical support staff need strong communication skills, technical knowledge, and patience to effectively handle a wide range of inquiries. They play a crucial role in maintaining positive customer relationships and ensuring smooth operation of technical products.

What skills and qualifications are needed for frontline technical support?

To thrive as a Frontline Technical Support professional, you need strong troubleshooting abilities, a solid understanding of IT systems or relevant products, and typically at least an associate degree or equivalent experience in technology. Familiarity with help desk ticketing systems, remote desktop tools, and knowledge base platforms is essential. Exceptional communication, patience, and problem-solving skills help you effectively support customers and resolve issues. These skills ensure timely, high-quality assistance that builds customer trust and keeps operations running smoothly.

How does frontline technical support collaborate with other teams to resolve complex customer issues?

Frontline Technical Support professionals often serve as the first point of contact for customer issues. When they encounter complex problems that require specialized expertise, they collaborate closely with Tier 2 or Tier 3 support teams, product engineers, or IT specialists. This collaboration usually involves detailed documentation of the customer’s issue, escalation through ticketing systems, and ongoing communication to ensure the customer's problem is resolved efficiently. Effective teamwork and clear communication are key to delivering a seamless support experience for both customers and internal teams.

IT Operations Technician II (On-Site)

Riddle, OR • On-site

Roseburg
Paper Manufacturing • 1 - 5K employees
Learn more about Roseburgexternal

Full-time

Re-posted 26 days ago

Roseburg Forest Products rating

7.7

Company rating: 7.7 out of 10

Based on 22 frontline employees who took The Breakroom Quiz

Job description

Purpose

The IT Operations Technician II will be responsible for providing frontline support for IT Infrastructure at Roseburg's production facilities. This position will collaborate with customers and virtual team members to develop the implementation and maintenance of essential IT systems (network, server, and client systems) whose performance directly impacts mill operations. This role will handle more complex infrastructure support at the mill and provide and document effective IT solutions.

Key Responsibilities

  • Maintain and troubleshoot site IT Infrastructure solutions, including servers, networking equipment, PLCs, HMIs, and other control system components
  • Provide advanced technical support of site IT technology solutions, including workstations, printers, tablets, and other end user devices.
  • Identify opportunities and implement improvements in systems capabilities that will increase the ability to meet customer requirements, including safe and reliable operations, and improve business competitiveness
  • Work closely with the IT Operations Support group on adherence to standards and participate in training as required
  • Develop and maintain documentation, and provide training for plant personnel on the manufacturing network system and components
  • Work with IT Infrastructure and Platform staff and production facility staff to support and occasionally lead capital improvement projects as assigned
  • Provide guidance and mentorship to entry-level IT Operations Technicians
  • Foster trust and collaboration by engaging regularly with production teams, staying visible on the floor, and creating open channels of communication for IT support and feedback
  • May be required to travel to other plants to assist with troubleshooting or provide guidance
  • Follow Health & Safety policies and programs
  • Models Company core values

Required Qualifications

  • Associate's degree in Computer Science, Information Technology, Electrical or Mechanical Engineering OR equivalent combination of education and/or experience
  • Four years of experience in administration of Windows workstations and servers
  • Demonstrated safety focus
  • Network skills: Route, Switch, Firewall/Security, Wireless, Circuit Management, VPN, general infrastructure etc. (Cisco/Meraki)
  • Facilitation and problem-solving skills and the ability to learn new technologies in a fast-paced environment
  • Must be able to be on call for 24x7 manufacturing operations, including nights, weekends and holidays as required

Preferred Qualifications

  • Bachelor's degree (or higher) in Computer Science, Information Technology, Electrical or Mechanical Engineering OR equivalent combination of education and/or experience
  • Experience interfacing with or supporting infrastructure needs of a process-control environment
  • Experience with VMWare vSphere and VMWare Horizon and Wonderware Controls software
  • PLC Programming Experience / Allen Bradley

What Roseburg Forest Products employees say

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