Description

CTG is seeking to fill an Enterprise Technical Support Engineer opening for our client in Morrisville, North Carolina.

Location: Morrisville, NC

Duration: 11 months contract duration

Customer support agent servicing enterprise data center customers. Shift assignment plus weekend and holiday coverage may be required.

Duties and Responsibilities:

• Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.
• End-to-end case management.
• Engineer will provide live call center technical support using multiple systems, including phone, chat and eTicketing.
• Engineer will interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
• Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
• Ensure customer incident resolution at industry leading incident closure rates
• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
• Accurately diagnose problem severity levels and prioritize call loads appropriately
• Recreate customer issues when needed using logs, system management tools, and industry standard problem resolution tools and protocols
• Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required

Qualifications:

• 3 years of direct contact center experience in similar Intel and AMD based hardware environments
• Prior experience as a Level 1/2 contact center agent
• Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Jamie Robinson at jamie.robinson@ctg.com. Kindly forward this to any other interested parties. Thank you!

About Us

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company in every country in which we operate.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.