Tier-2 Support (Helpdesk)

Company Name:
PLS Logistics
This position is responsible for supporting enterprise software applications, as well as handling Tier 2 (second level support) Help Desk escalations.
The position will be responsible for Tier 2 support for multiple systems on different platforms. A strong candidate will demonstration a willingness to learn new skills and take responsibility for solving production system issues. Working closely with the Help Desk and Developers, this person will own emergent problems until they are resolved or escalated successfully.
In this position you will personally solve issues or escalate issues to developers, architects and management, as necessary. Follow up through ticketing system as necessary. This is a Technical Analyst who works between the customer help desk and IT.
Preferred technical background in:
Linux or other Unix
Networking basics; Cisco switches, VPNs
Windows Active Directory basics; resetting passwords
SQL Server Administration
The position requires the following skills / experience and attitudes:

Strong communication skills
Analysis skills to troubleshoot issues
Attention to details
Ability to "figure things out on your own"
Must be "root cause" oriented
Good at working with technical people
Analyzing blocks of tickets for patterns
Prioritizing and focusing on top issues
Articulating and documenting technical problems
Ability to determine when and to whom to escalate issues
PLS Logistics Services is An Equal Opportunity and Affirmative Action Employer and participates in the E-Verify Employment Verification Program.

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