Description
Summary
The Technical Support Consultant III is part of our Case Management Team and is part of the second tier to receive customer requests in our support center. The primary goal of this position is to resolve customer issues that could not be resolved quickly by the Rapid Response team or are more complex in nature. Each case management team is assigned to a specific group of customers they are familiar with and should watch for repeat issue or trends that could point to a larger underlying issue. They may attend meetings regularly with their top assigned clients to discuss issues, make recommendations and develop a strong relationship of trust with the main contacts. The case management team works closely with account management team to ensure the client’s needs are met. This position is a high-profile position with all MTS clients and requires a high level of customer service skills.
Essential Duties and Responsibilities (include the following. Other duties may be assigned.)
- Receive client issues via phone, gather details and create ticket in ConnectWise.
- Review and monitor our service-ticket boards for all incoming tickets via email or opened online. Self-dispatch in the order they are received.
- Troubleshoot issues such as computers, printers, scanners, laptops, tablets, servers, login issues, etc.
- Complete requests for new user setup, decommissions, printer installs, etc.
- Work with a range of Windows applications and operating systems in a networked environment, both hands-on and remotely
- Manage and operate services running in a cloud environment.
- Leverage automation framework to improve processes, automate deployment, and improve manageability of environment.
- Review entire environment and execute initiatives to reduce failures, defects and improving overall performance.
- Work independently and with experienced Systems Administrators on maintenance of environment.
- Perform tasks that are often unstructured and address issues that are less defined requiring new perspectives and creative approaches.
- Coordinate directly with internal customers and service managers on design, lifecycle, and expansion of cloud-based service offerings.
- Coordinate with Infrastructure team(s) for troubleshooting, maintenance, capacity management, and architectural design and deployment of next generation clouds.
- Participate in programs to deploy products and provide direct feedback to product management and engineering.
- Document architectures, procedures, processes for use by other cloud operators.
- Reviews procedures user followed to determine if specified steps were taken.
- Explains user procedures, as necessary.
- Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem.
- Reads technical reference manuals for communications hardware and software to learn cause of problem.
- Instructs user to enter specified commands into computer to resolve problem.
- Updates documentation to record new equipment installed, new sites, and changes to computer configurations.
- Trains staff and users to use cloud software.
- Coordinates installation of or installs communications lines.
- Escalate technical issues outside your skillset to other technical team members or escalate to next tier of support as required.
- Review assigned client environments on a regular basis for repeat issues, trends, or other recommendations.
- Meet regularly with top assigned clients and account managers.
- Ensure current Service Level Agreements (SLAs) are maintained.
- Document all tickets thoroughly according to current processes. Should have clear Summaries, Descriptions, Details, Resolutions, time spent and all necessary documentation. Keep ConnectWise calendar up to date and work calendar throughout the day.
- Keep customer updated on status of all issues until resolved.
- Provide excellent customer service. Maintain professional communications through phone and email.
- Create knowledge base documents for team to share.
- Assist team with keeping updated information in client specific documentation.
- Coach and mentor less experienced analysts by teaching rather than taking over.
- Stay abreast of industry standards and changes. Regularly completing training and certifications as needed or required.
- Assist other with tickets as needed or when others are out sick/vacation. Assist other departments as needed.
- Suggest and communicate process-improvement methodologies to ensure quality service is delivered in a timely manner.
- Assist with internal requests within or outside the department as needed.
- Participates in the on-call after hours rotation schedule (24x7x365).
- Adhere to and follow standard operating procedures (SOPs), Guides, Templates, and Policies used to support and manage MTS Operations daily activities.
- Provide specific line of business application support such as NextGen EPM and/or EHR, pulling in the vendor to assist as needed.
- Occasionally travel to clients for on-site repairs or professional services if requested by supervisor (approximately 20% or less depending on location to clients).
- Complies with all IT Policies, Procedures and Security Standards. Including but not limited to Role Based Access and segregation of duties.
- Ability to handle sensitive information including Protected Health Information (ePHI)
- Comply with HIPAA and other Cybersecurity Frameworks.
Supervisory Responsibilities
This job has no supervisor responsibilities.
Requirements
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent oral and written communication skills; including documentation.
- Ability to handle multiple complex tasks, with tight deadlines concurrently.
- Ability to perform well in a dynamic environment, with on-time delivery.
- Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues.
- Demonstrated ability to write and present effective materials, including presentations, status reporting, technical diagrams, and flowcharts.
- Ability to follow and adhere to policies, procedures and standards relating to Systems management.
- Apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation as well as identifying problems in advance and proposing solutions.
- Require limited supervision and direction; drive results and set priorities independently.
- Ability to uncover business challenges and develop a solution to solve those challenges.
- Ability to troubleshoot all Windows desktop hardware and software.
- Ability to work with networking and server operating systems.
- Ability to remediate technical issues with various vendors such as ISPs, software/hardware manufacturers, etc.
- Experience with CRM Ticketing System
- Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues.
- Ability to follow and adhere to policies, procedures and standards relating to Systems management and security.
- Require limited supervision and direction; drive results and set priorities independently.
- Prior experience working with medical applications such as Allscripts, Epic, GE Centricity, or NextGen is a plus.
Education and/or Experience
- Associates Degree in Information Technology related field or equivalent work experience.
- 10 years of experience in information technology
- 2+ years hands on experience working in cloud environments.
- Intermediate experience with VBScripting and/or PowerShell Scripting
- Strong customer facing and relationship building skills.
- Knowledge of VMWare and Windows operating systems
- Knowledge of Windows Remote Desktop Server management
- Knowledge of Citrix XenApp server management
- Knowledge of Microsoft SQL Database management.
- Must have at least two industry certifications:
- CompTIA A+
- CompTIA Network+
- CompTIA Server+
- CompTIA Security+
- CompTIA Advanced Security Practitioner
- Must have required Microsoft Certifications.
- Microsoft 365 Certified: Fundamentals
- Exam MS-100: Microsoft 365 Identify and Services
- Microsoft 365 Modern Desktop Administrator
- Exam MS-101: Microsoft 365 Mobility and Security
- Microsoft 365 Certified: Messaging Administrator
- Exam MS-500: Microsoft 365 Security Administration
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Azure Certifications – 2 or more required
- Exam AZ-500: Microsoft Azure Security Technologies
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified Solutions Architect Expert
- Microsoft Certified: Azure Data Engineer Associate
Language Skills
English
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills
Terminal Services, Routers or Firewalls Active Directory, Windows, MAC OS, Wireless Access Points and WLAN Controllers, VPN.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
