Customer Technical Support

Software Guidance & Assistance, Inc., (SGA), is searching for a Customer Technical Support for a CONTRACT assignment with one of our premier Financial Services clients in Philadelphia, PA.

Responsibilities:

Responsible for Tier 1 and 2 software and hardware support.

Provides technical advice, guidance and informal training to customers using hardware and software programs.

Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

Performs root cause analysis and develops checklists for typical problems.

Recommends procedures and controls for problem prevention.

Maintains knowledge database and call tracking database to enhance quality of problem resolutions.

Works in a team setting, sharing information, and assisting others with calls.

Required Skills:

Extremely strong teamwork ethic and customer service focus.

Extremely strong ability problem solves, recognize issues, prioritize, respond, and/or escalate appropriately.

Strong oral and written communication and collaboration skills.

Demonstrated ability to communicate effectively to all levels of the organization.

Strong training skills and practical experience.

Strong knowledge and experience with current and legacy Microsoft Windows, Apple Macintosh, and Apple iOS based hardware and software systems. Background in network and video protocols and codecs to include TCP/IP, H.323, SIP, G.711, G.729.

Strong, demonstrated knowledge of enterprise end-user, mobile device, and audio/video conference management tools (Microsoft Active Directory and SCCM, JAMF Casper, Intune, etc.).

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.