Client Support and Operations - Specialist 2

Description

POSITION SUMMARY

The Client Support and Operations Specialist 2 provides second tier computer and network technical support for CU*Answers, cuasterisk.com partners, their combined clients, and CU*Answer Network Services clients, in addition to leading projects and mentoring other team members.

1. Perform a leadership role for CU*Answers conversions.
2. Provide support for Microsoft Windows Server and Desktop operating systems.
3. Provide escalated technical support for CU*BASE GOLD, CU*Answers eDOC ASP Solution and related hardware.
4. Work with internal CU*Answers departments regarding technical projects.
5. Provide secondary technical support for Managed Services technologies, including firewalls, servers, and routers.
6. Assist on network implementation projects such as domain migrations and firewall installs.
7. Perform daily and weekly administrative and maintenance tasks on client hardware.
8. Serve as a mentor to the Level 1 team members.
9. Maintain a positive contribution as a member of the Client Support and Operations Team, and complete all tasks assigned by management to meet team objectives.

1. High School graduate or equivalent is required.
2. CompTIA A+ preferred.
3. CompTIA Network+ required.
4. SonicWALL CSSA required.
5. Demonstrable understanding of CU*BASE GOLD, IBM Power I, ProDOC, and related CU*BASE software services.
6. Ability to provide leadership for CU*Answers client conversions and network implementations.
7. Ability to travel to client sites to provide support, including overnight and weekend stays.
8. Ability to use discretion when dealing with sensitive or confidential data.
9. Ability to create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution.

Requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*Answers operates in a professional office building setting. Some job assignments at CU*Answers are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*Answers is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Notice

This job description is not intended to be, nor should be construed as a contract for employment. CU*Answers makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*Answers has defined this position to be.

CU*Answers will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*Answers in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*Answers, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*Answers is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. CU*Answers is an Equal Opportunity Employer.