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IT Support – SQL

Experis

This is a Full-time position in Irving, TX posted March 26, 2021.

Our client is looking for an IT Support Specialist who has specific experience with SQL queries and working within SQL databases to resolve tickets and troubleshoot issues.

RESPONSIBILITIES:

  • Responds to customer solution/product inquiries via telephone, email, or ticketing system; Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel.
  • Troubleshoot reported software, hardware, network problems when they relate to desktop computer and peripherals;
  • Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance. 24/7 operation including weekends and holidays.
  • Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals, also dialing in the desk phones. Receiving in bound calls and making out bound calls.
  • Provide Event Management support including daily monitoring /checks, logging of noted issues and troubleshooting or assisting in troubleshooting of data center related issues
  • The IT Support Specialist will interact with customer and internal personnel including Support Center Team members, and engineering staff.
  • Provide case status updates to Customer and Team.
  • Develop or assist in development of documentation and SOP’s and customer service guidelines relating to IT support of support systems.
  • Logging and escalating or routing call as required

QUALIFICATIONS

  • Ability to write and run SQL queries
  • Create/Update/Resolve incidents and defects
  • Able to update and understand defect portal accordingly.
  • Update and drive towards resolution 35+ incidents per day
  • Gather and provide updates on incidents daily to client and update ticketing system
  • Able to work any schedule, all shifts, weekends, holidays. Very flexible with their schedules. This is a 24 X 7 operation
  • Answer incoming calls, make outbound calls to the customers and follow up on escalations
  • Troubleshooting the reported issues and update notes in ticketing system and emails
  • Confirm constant emails and escalations. (i.e. inc list)
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