Hypercare Support Technician

Job Title: Hypercare Support Technician 
Duration: 5+ months with possible extention
Location: Alpharetta-GA

Skills and Experience
Primary responsibility will be to assist support activities for a large-scale Office 365 upgrade project as part of the Hypercare team in the 2nd level instance of the issue resolution process. 
The successful candidate will be part of a team that interacts well with individuals at all levels of the organization. This person must demonstrate enthusiasm and commitment and conduct business with respect to others. The Hypercare Support Technician is responsible for overall monitoring/reporting of the daily ticket requests, accurately gathering information and documenting tickets within the ticket tracking system, responding to incident requests from end users and resolving technical issues within the defined / measured timeframes as well as collaborating and mentoring other support technicians. 
Key Responsibilities: 
Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing. 
Answer and manage customer inquiries via incoming tickets, calls, and e-mails requests. 
Diagnose and resolve technical issues as part of the Office 365 upgrade project - involving network connectivity, software feature performance, hardware functionality, etc. 
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms. 
Proactively review and troubleshoot each component related to an event to ensure that the issue being reported is not a repeated problem, so review previous the ticket history to rule that out. 
Provide effective and timely communication on open issues providing estimated time of resolution to customers (internal & external). 
Responsible for accepting and /or assisting in problem analysis for Facility Service Representatives (FSR) and serve as mentors to FSRs. 
Responsible for effectively monitoring personal ticket queues to provide updates on a frequent basis to ensure customer satisfaction. 

Education: High School Diploma or a General Equivalency Diploma (GED) 
Knowledge and Experience: 
2 years’ experience in a technical support and/or in a help desk service environment with a focus on infrastructure and/or software support. 
Proficiency with working with Microsoft Office 365 suite 
Ability to handle and prioritize multiple simultaneously. 
Strong customer service, interpersonal skills with a positive attitude & self-motivated 
Good analytical and decision-making skills. 
Ability to communicate effectively both orally and in writing. 
Strong organizational skills; attention to detail. 
Flexibility to work the assigned schedule as business needs require 
Additional (preferred) Requirements: 
Highly developed business acumen 
Knowledge in IT Infrastructure and Applications 
Excellent written and verbal communications, ability to present complex issues to multi-level audiences of Stakeholders. 
Information Technology Infrastructure Library (ITIL) knowledge and experience. 
Certification in Office 365  

Please send me your confirmation that no one else has contacted you for this position apart from APN Team. 

Many Thanks 
Ali Khan 
APN Software Services, Inc. 
39899 Balentine Drive, Suite 385, Newark, CA 94560 
Direct: 510.870.8798 | Fax: 510.623.5055 | ali@apninc.com

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