15 days old

Technical Support Specialist - Incident Management

Kelly Services
Minneapolis, MN 55405
**Technical Support Specialist Incident Management**

The successful candidate will have the opportunity to work with our client, a global financial institution, in the following areas:

**Location:** Minneapolis, MN (will start off with remote and may transition back to office later on)

**Duration:** 6 months with possibility of extension.

Candidate must be eligible to direct W2 contract without employment sponsorship.

**Job Descriptions:**

The Technical Support Specialist (Incident Management) will be a Level 2 Resolution Specialist for Application issues. Your primary function will be to track incoming service requests from a specific client base and work with the Application teams to ensure the issues/requests are completed in a timely manner and then call back the Clients to let them know the issue has been resolved. There will also be some report generation that will be part of the role (to show the work completion, and trending of issues and clients so we can put a strategy together on how to improve their experience (there will be a broader group of people that will create any solutions).

Your day to day will look like:

+ Monitor and triage incoming Technology issues for the Clearing and Custody customers

+ Coordinate with Application teams to ensure issues are closed out as expected

+ Communicate to clients the resolution of issues and verify the issue is resolved or escalate internally to continue

+ Generate and distribute reports of issues and trends to the team and across the IT and business orgs

+ Work with Application and infrastructure teams to create both short- and long-term solutions

+ Bring visibility to trends and commonalities of issues and with certain clients and collaborate to come up with solutions to reoccurring issues

**Job Requirements:**

+ Bachelors Degree in related field

+ Experience in incident management and ticket management of IT issues.

+ Technical Call Center experience WITH call back expertise

+ Web tool and Application troubleshooting experience.

+ Excellent customer service and follow up skills. Ability to interact with all level of the organization (from Jr. Developers to e-suite)

+ Ability to communicate both technical and process issues.

+ Experience in triage tickets.

+ Experience troubleshooting remotely and associated tools (Webex, Rescue123 or other screen capture tools).

+ Experience in Fiddler, Wireshark, or other network tracing tools are highly desirable.

+ Browser troubleshooting and Developer tool experience.

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At **Kelly** , were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

Posted: 2020-09-07 Expires: 2020-10-08

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Technical Support Specialist - Incident Management

Kelly Services
Minneapolis, MN 55405

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