Experience Inc. Jobs

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands.

• Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.

• Works with end-users and Tier 2 daily via phone or email.

• Attends and supports both internal and external meetings that require the ability to communicate orally and in writing.

• Support testing for large enhancements.

• Think independently and act as a SME to support other team members.

• Analyzes system performance indicators and recommends improvement actions.

• Assists with monitoring vendors' release notes and implements necessary upgrades and patches as required.

• Installs and maintains third-party tools.

• Makes proactive suggestions for service improvements.

• May train less experienced staff in the supported products and best practice for production support.

• Provide technical information or solutions to problems that first-level support is unable to provide.

• Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.

• Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

Minimum Qualifications

• Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred.

• 2-5 years of experience in information technology, systems administration or other IT related field.

Other Job Specific Skills

• Familiar with issue tracking systems, like Jira, to track quality improvements, production issues, or change requests.

• SQL skills are required.

• Experience with ABI Reporting is preferred

• Ability to analyze, troubleshoot and resolve intermediate level system hardware, software or networking related problems.

• Ability to communicate effectively, both orally and in writing.

• Exceptional customer service skills.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.