VBMS Technical Lead
DYONYX, L.P. - Houston, TX

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Job Summary

  • Leads and serves as the VBMS application SME with extended knowledge of service desk procedures and processes with regard to daily service desk operations and possess advanced technical expertise; Available for second level escalation point for Service Desk Analysts level 1
  • Provide first and second line analysis and troubleshooting for issues reported to the service desk and effective transfer of cases to other support groups
  • Resolve 1st level basic pc troubleshooting and 2nd level application system questions / issues by clarifying the question, determining the issue to be resolved, selecting and explaining solutions, expediting correction or adjustment, following up to ensure resolution and documenting resolution activities in trouble ticket tracking system and knowledge base
  • Monitor all available problem ticket entry points to ensure tickets are being addressed efficiently
  • Support the identity of repetitive case reports and creation and implementation of solutions to minimize reports; Verify and approve knowledge base articles for distribution
  • Understand and comply with all applicable SLAs, policies and procedures
  • Prepare on-boarding process and training materials for new hires
  • Maintain and update all aspects of knowledge management housed within DYOPOINT
  • Complete other duties as assigned including but not limited to special projects’ leadership
  • Agree to submit to government security clearance
  • Assist to organize and host or delegate the responsibility of all service desk communication, such as live meetings and conference calls, between regional offices and internal support, including the ticket triage meeting

  • Required Education High school diploma, or in lieu of education, 3 - 5+years experience
(The minimum experience for this position is 1-3 years of relevant experience in a Service Desk environment.)
  • Proven experience in ongoing support of client specific application systems and basic pc troubleshooting
  • Experience and ability to export and manipulate data to create and support reports
  • Experience using ticketing software such as Remedy or Altiris with a thorough understanding of ITIL best practices.
  • Experience supporting advanced level Microsoft Office core applications, Microsoft Internet Explorer and Microsoft SharePoint
  • Physical Requirements lifting and/or pulling up to 40lbs.; sitting, bending and standing.
  • The equipment used in this position includes but is not limited to; computers, servers, network devices
Essential Functions

  • Take inbound customer support calls for issue, inquiry and problem resolution, which may involve multiple phone conversations with the client to fully understand and resolve their call
  • Assumes responsibility for handling varied customer issues, inquiries, and problems with regards to Client software
  • Ability to demonstrate excellent communication skills, both verbal and written
  • Exercises discretion and independent judgment when dealing with software concerns/problems
  • Builds credibility and trust with Client customers and departments by providing solutions to software issues, inquiries and problems
  • This includes maintaining relationships with customers by understanding their needs
  • Identifies and resolves customer software problems, software failures, and complex problems which require independent action to correct and/or prevent
  • Analyzes and recommends alternative solutions to meet customer needs
  • Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
  • Supports the team process and participates on cross-functional teams
  • Ability to support customers with an awareness to diversity
  • Required to take after-hours on call support as necessary
  • Must have excellent multi-tasking skills with a strong attention to detail Strong customer service skills and focus
  • Availability to travel if necessary

DYONYX, L.P. - 14 months ago - save job - block