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Posted: 9/16/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting complex customer issues and managing case resolutions while adhering to regulatory requirements. Proficient in SQL data analysis, Windows Server administration, and effective communication of technical solutions to diverse audiences.
Highest-signal resume keywords
Microsoft SQL ExperienceSQL Query WritingWindows Server AdministrationActive Directory AdministrationCompTIA A+ Certification
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Resolve complex, time-sensitive, and high-risk customer issues, escalations, site downtime, and remote troubleshooting cases
- Dispatch cases to field service technicians
- Provide CSC support to internal peers for ES 1.1x upgrades and implementations
- Collaborate with the cross-functional ES 1.1x upgrade team
- Ensure adherence to regulatory requirements for ES 1.1x remediation efforts
- Respond to inbound calls, callbacks, and escalations on the 1.1x channel
- Communicate with customers by phone and email and document clear, succinct case notes
- Identify trends in case work and maintain Salesforce data quality and integrity
- Provide customer progress updates, seek feedback, and ensure customer needs are met
- Manage and prioritize multiple cases while following process checklists and collaboration processes
- Participate in and lead issue-resolution activities using rigorous logic and methods
- Assess issue priority with limited to no guidance
- Troubleshoot BD products in customer environments using available tools, resources, and team collaboration
- Complete required training and meet KPIs and SLAs, including timely case resolution, closure, accurate documentation, and comprehensive case notes
- Continuously develop skills, support team success, and perform other assigned duties
Requirements
What you’ll need- Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience
- 2+ years of Microsoft SQL experience
- Ability to write queries and analyze SQL data, including SELECT and JOIN statements, within complex database structures
- SSIS (SQL Job) exposure/experience
- SQL Reporting Services experience
- Ability to communicate technical solutions/recommendations to a non-technical audience
- Windows Server 2008+ and Desktop Administration (Win7+)
- Networking topology, terminology, and commands
- IIS and Web Application Administration
- Group Policies terminology and administration
- Active Directory Administration
- VMWare terminology and administration
- Experience installing peripherals such as scanners and printers
- CompTIA A+ or N+ preferred
- Application installation and troubleshooting
- DNS, DHCP, LAN/WAN, Telnet, and networking/OS ports
- Understanding of XML language with 1+ years of experience
- Ability to review application and OS logs with 2+ years of experience
- Wireshark experience with 1+ years
- Flexibility in working hours to meet remediation team/schedule needs
- Must adhere to assigned work schedules, call schedules, and attendance expectations
Benefits
Comp & perks- Medical, health, and dental benefits
- 401(k)
- eLearning training, shadowing, and on-the-job training
- Comprehensive Total Rewards program
- Reward and recognition opportunities
- Competitive compensation and benefits programs
- Remote work from a home office
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQL Data AnalysisSSIS ExposureSQL Reporting ServicesNetworking TopologyIIS AdministrationGroup Policies AdministrationVMWare AdministrationApplication TroubleshootingXML UnderstandingWireshark Experience
Soft Skills
Effective CommunicationProblem-SolvingCollaborationCustomer Service OrientationTime Management
Tools & Technologies
SalesforceWindows Server 2008+DNSDHCPLAN/WANTelnetNetworking/OS PortsRemote Troubleshooting ToolsCase Management SystemsTechnical Documentation
Certifications & Qualifications
CompTIA A+CompTIA N+
Industry Keywords
Regulatory ComplianceCustomer SupportTechnical SolutionsCase ResolutionEscalation Management