Systems Support Specialist

Overview

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves 2.2 million customers across the U.S. through a network of approximately 17,000 pre-qualified contractor firms that employ an estimated 60,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With 50 years of home services experience, the company responds to over four million service requests annually. For details, visit frontdoorhome.com.

Responsibilities

The Systems Support Specialist Tier 2 will be supporting centers across the network with daily projects and activities as directed. Responsibilities include maintenance of IT equipment throughout the environment, managing multiple customer requests simultaneously including troubleshooting of all IT related equipment such as PCs, wireless handheld devices, thin clients, printers, MACs and other end user devices. The position will also require supporting of multiple locations remotely. This position reports directly to the Manager of IT Support Services Desk.

RESPONSIBILITIES:

• Primary responsibility is user support and customer service.

• Being present and available to clients requiring technical assistance.

• Respond to questions from emails and callers

• Follow standard Deskside operating procedures; accurately update tickets using the defined tracking software and processes.

• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.

• Other duties as assigned by the Manager of IT Support Services Desk.

• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

OPERATIONAL:

• Take ownership and responsibility of issues from start through to a successful resolution.

• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.

• Provide moderately complex technical support for end users

• Lead installation, configuration, and maintenance efforts related to computer operating systems with an emphasis on MAC OS

• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.

• Develop technical knowledge of each system within the company.

• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.

• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.

CORE COMPETENCIES:

• Working with People

• Applying Expertise and Technology

• Learning & Researching

• Planning & Organizing

• Delivering Results and Meeting Customer Expectations

• Achieving Personal Work Goals and Objectives

• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.

EXPERIENCE/KNOWLEDGE & SKILLS:

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on listening and questioning skills.

• Support for computer hardware and any authorized desktop software.

• When the restoration is beyond the scope of the Deskside Specialist, he/she will escalate the issue/problem to proper tier 3 support team members.

• Ensure courteous, timely and effective resolution of end user issues.

• Identify and learn appropriate software and hardware used and supported by the organization.

Qualifications

• Associate degree in computer science and 3-5 years’ work experience in the specialty area or an equivalent combination of education and experience, required

• Experience troubleshooting integrated and interdependent computer systems with an emphasis on MAC OSx

• Ability to prioritize work based on department and production objectives

• Excellent written and verbal communication skills

• Ability to work and make decisions independently in a fast-paced environment.

Other/State Specific

This role pays between $24.57 to $32.00 per hour, and your actual pay will depend on your skills, qualifications, responsibilities, experience, and location.

At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.

Our approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase plan.

Learn more aboutbenefits (https://frontdoor.jobs/benefits/) at Frontdoor.

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Job Locations US-TN-Memphis

ID 2023-3134

Category Information Technology

Type Full Time

Company AHS American Home Shield Corp