Technical Support Specialist

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Job description

About Us

Rapid Response Monitoring is seeking a service-oriented support specialist to serve as part of 24x7 team keeping a 99.999% network and system uptime. Founded in Syracuse in 1992, we are a critical response center focused on saving lives and protecting homes and businesses. The Technical Support Specialist role includes supporting our network, systems, and customer applications. Strong interpersonal and communication skills are necessary, and candidates need to display professional customer service skills.

Overview

As a Technical Support Specialist, you will be a critical member of our Technical Services team, responsible for production and systems support as part of our 24x7 team that provides Tier 1 and Tier 2 level support for our items in the data center in a fast-paced environment. Technical Support Specialists play a vital and rewarding role in protecting our customers' lives and property, proving to be an integral part of the Rapid Response Monitoring Team.

Hours: 8:30am - 5:30pm

Responsibilities

• Answer and respond to all support calls, emails, and tickets
• Log all support requests in the ticket system and document all actions to include all follow up conversations, troubleshooting steps, and resolution
• Monitor the Rapid Response network and applications proactively to ensure 24x7 availability
• Perform root cause analysis and resolution to recurring incidents
• Develop and keep in-depth knowledge of all Rapid systems
• Update Knowledge Base with well-written and illustrated articles
• Communicate effectively with internal and external customers
• Remain highly organized and detail oriented
• Maintain a sense of urgency when completing tasks

Basic Qualifications

• Associates degree, 2 years of IT experience, or equivalent military experience
• 2+ years' work experience in high-volume customer support role
• Proficient computer skills (i.e., Word, Excel, Ticket Systems, Web Applications)
• Basic network understanding of LAN/WAN technologies
• Technical proficiency with Windows desktop, and Linux or Windows servers

EOE Statement

Rapid Response Monitoring Services, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

Rapid Response Monitoring Services, Inc. is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact us by phone: or by email: .

For technical support or questions regarding the Recruiting process, please contact by sending an e-mail . We are a company that participates in e-verify. For more information, see

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