USA Remote & Travel

Technical Support Administrator

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Technical Support Administrator

Time type: full time

Posted on: January 25, 2024

Job requisition id: R3049

What we need   

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. 

What we do   

The Technical Support Team is part of the Deployment, Implementation and 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. 

What you’ll do   

  • 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 / Triage / Disposition all Site / Network tickets within Jira and create “Top-List” focal points -> ensuring prioritization & resolution. 

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

  • Perform post-resolution follow-ups to help requests & updating 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.  

  • Exceptional customer service orientation for both internal and external customers.  

  • Experience working in a team-oriented, collaborative environment.  

  • Exceptional written and oral communication skills with the ability to communicate verbally or in writing in a professional manner.  

  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.  

  • Highly self-motivated and detail oriented.  

  • Travel requirement 5-15%. 

  • Other duties as assigned.  

What you’ll need   

  • Associate degree; or Bachelor 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 using SQL with ability to create and/or modify SQL scripts. 

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

  • 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.  

  • Familiarity with electrical schematics.  

  • Knowledge of application / hardware support experience – either in office, in field or both.  

Our Environment 

  • Up to 5-15% 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. 

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