Technical Support Administrator

Technical Support Administrator

Symbotic is seeking a Technical Support Administrator who will play a hands-on role in proper operations of the Symbotic system at our customer sites. The qualified candidate will be responsible for receiving, prioritizing, documenting and actively resolving or escalating end user help requests & issues. The candidate will also assist in problem resolution that is involved with the overall operation.

We are currently looking for Technical Support Administrators that are available to work the following shifts (EST): Weekend Mid: Friday – Monday 12pm – 10 pm EST Weekday Night: Monday – Thursday 8 pm – 6 am EST

The Technical Support Team is part of the Service Operations Organization which is responsible for our system stand-up inside our client's sites. The Deployment, Implementation and Operations organization drives our new system from ground-breaking to a fully operational robotic material handling system.

Field incoming help requests from end users through a variety of avenues such as: telephone, email, instant messaging as well as Cases via Online CRM.

Manage and triage the disposition of all site network tickets within Jira and create "Top-List" focal points while ensuring prioritization & resolution.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Perform post-resolution follow-ups to help requests & update tickets with updates and status.

Perform ongoing activities such as monitoring the site infrastructure & overall health.

Identify and learn appropriate software and hardware used and supported by the organization.

Provide on-call support coverage for customers; while providing strong service orientation communication for both internal and external customers.

Ability to develop organized timelines based off chat transcripts and group calls.

Experience with application and hardware support either in the office or in the field or both.

Travel requirement 10%.

Associate degree; or bachelor's degree preferred. Bring a minimum of 2 years' experience in trouble shooting & customer service environment. Experience working with an enterprise level ticketing system e.g. JIRA; Knowledge of Active Directory concepts. Solid core competencies using Microsoft Office. Knowledge of using SQL with ability to create and/or modify SQL scripts. Strong ability to multi-task and prioritize action; and effective troubleshooting problem solving skills. Knowledge of command line and environment variables. (Linux++). Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc. Knowledge of VMWare or other server/desktop virtualization platforms and management. Knowledge of troubleshooting TCP/IP based networks, protocols and familiarity with electrical schematics.

Up to 10% of travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations. The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.