Help Tech Chat Support Jobs in Madison, WI (NOW HIRING)

Hi
Greeting from Ageatia Global Solutions. We have a new job opening with my direct client.
Please go through the Job Description and if you are comfortable and available in the job market, then pl reply to me.
Job Title: Technical support/Customer Support
Duration: 6+ months contract
Location: Madison, WI
Position Summary:

• The Technician III is a key role providing multi-tiered support for customer-facing applications, infrastructure, and services in DAIT's distributed environment.
• The scope of this role requires broad and frequent interactions with customers and requires strong technical knowledge, problem solving skills, and excellent service and communications skills.

• At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role.
• Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
• Experience resolving tickets on first call and when required, following established escalation practices.
• Experience with remote support technology tools (screen sharing, voice, chat, etc.)
• Experience providing diagnosis, problem resolution, and support for enterprise
• applications and systems.
• Experience establishing and building support workflows and diagrams based on team and
• customer requirements.
• Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
• Experience supporting computers, printers, networks, servers, and equipment in security
• compliant data centers and offices.
• Experience with security frameworks and their application to networked environments.
• Experience developing and maintaining a service calendar.
• Experience in non-prime shift, on-call technical support as needed.
• Strong interpersonal skills and the ability to work with limited supervision in professional
• office settings as well as virtually on a team.
• The ability to meet and maintain the State of Wisconsin's fleet car rental requirements.
• Strong written and oral communication skills.
• Ability to lift 50lbs
• Experience working on project-based teams that follow Agile methodologies.
• Experience with or knowledge of legacy and modern technologies, enterprise-level system
• design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.
• Experience in project management and its associated practices.
• Experience with inventory management and planning cycles.
• Experience with vendor management with ordering and warranty support.

• Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through email, or through the ticketing system.
• Perform remote support as required to resolve the customer's request.
• Manage support tickets in a timely manner, documenting all related work and providing status updates.
• Develop and modify knowledge base articles that are related to provided solutions.
• Collaborate with technical teams to plan, install, maintain, and recover network, server, and other infrastructure equipment in DA offices and the data center.
• Monitor and resolve network and systems connectivity, performance, and security issues to improve reliability and compliance.
• Develop and maintain diagrams, procedures, and documentation for the proper use and support of DA office infrastructure.
• Implement infrastructure performance and security improvements based on customer feedback.
• Collaborate with team members to audit system security to maintain regulatory and policy compliance.
• Establish and maintain effective working relationships with team, customers, vendors and all others using principles of excellent customer service.

• At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role
• Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
• Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
• Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.

• Experience working on project-based teams that follow Agile methodologies.
• Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.