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TECHNICAL SUPPORT SPEC I

Ultimate Kronos Group (UKG)

This is a Full-time position in Atlanta, GA posted March 31, 2021.

This Technical Support Spec I position is focused on providing frontline (Tier I) support for UTA, UTM WFM time clock related issues – including software setup, troubleshooting connectivity, programming, remote installation, and customer support. The ideal candidate will have level I experience diagnosing and resolving TCPIP connectivity issues with network devices and experience supporting Time and Attendance software applications. PrimaryEssential Duties and Key Responsibilities Provide outstanding customer support while providing a high level of technical and functional expertise Remotely setup program troubleshoot customerrsquos new or existing TCPIP time clock hardware Provide remote customer training on time clock hardware and software Analyze time clocks, determine if there are any problems, and troubleshoot the problems ndash the candidate should be able to determine if escalation of an issue is required Required Qualifications Minimum 1 year experience in a Customer Support environment Basic TCPIP troubleshooting, A+ network plus Familiarity with the following network terminology Static IP,DHCP, IP reservation Gateway, router, DNS server, Subnet mask The difference between communication on port 80 and 443 Network troubleshooting such as ldquoPingrdquo, ldquoTracertrdquo and IPConfig Ability to plan and carry out responsibilities with minimum level of supervision Ability to talk a customer through the tasks required to program a clock if needed Previous hardware implementation or support experience is a plus Ability to multitask Positive customer service skills Ability to work efficiently individually as well as in a team environment Strong oral and written communication skills Preferred Qualifications MCSE or other technical equivalent is a plus Cisco or similar certification is a plus Specific product knowledge for the latest product we are working on Working knowledge of Salesforce and Jira SQL experience Proficient with Microsoft products including Excel and Word Ability to review, summarize and trend custom specifications Physical Requirements Must be able to lift a minimum of 25 pounds Travel Requirements Limited travel upon request This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Companyrsquos online employment application, please contact accessibilityultimatesoftware.com.

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