Lotus Notes Help Desk Tier 2 Support

General Responsibilities:
- Provide 2nd Tier help desk support to all clients staff and their representatives
- Log all incoming problems and requests and actions taken to resolve them
- Attempt to troubleshoot and resolve problems and satisfy requests
- Correctly refer unresolved problems to higher level support work groups
- Able to provide technical assistance to other agents
- Proficient researching solutions to problems
- Update the problem record upon problem or request resolution, or escalation.
- Provide follow-up status to clients end-users in accordance with specified support policies and procedures
- Ensure closed problems are adequately documented
- Increase personal knowledge of clients business and technical environment with the goal of increasing first-call resolution rates
- Improve knowledge of, and ability to operate, all client support tools and technologies
- Compile and prepare periodic status, performance, and trend reports for client review
· Have an excellent customer service approach to dealing with people at all levels
· Have the exceptional ability to diffuse volatile situations when distressed or irate customers call for support.
· Analyze and breakdown an incident, using previous experience to reach the root cause.
· Use initiative to find ways of solving incidents and building knowledge.
· Listen to a caller explain an incident and determine the probable cause; take the caller through a step-by-step problem determination procedure via the telephone

ONLY LOCAL CANDIDATES WILL BE CONSIDERED, THANKS


CIBER offers competitive salaries and benefits (health insurance, life & disability insurance), CBT training, tuition reimbursement, matching 401(k), and employee stock purchase plan. As an equal opportunity employer, it is the policy of CIBER, Inc. to attract and retain the best qualified people available without regard to race, color, religion, national origin, gender, sexual orientation, age, disability or status as a special disabled veteran, Vietnam Era Veteran or other qualifying veteran. Women and minorities are urged to apply.

Founded in 1974, CIBER's corporate office is in Greenwood Village, Colorado and has annualized revenue of approximately $700 million. CIBER's 6,000+ consultants now serve client businesses from 50 CIBER, and 10 CIBER Europe offices to provide IT services for Internet strategy and development, complete life cycle system support (from customer quotation through cash collection), for both private and government sector clients. CIBER's services are offered on a project or strategic staffing basis, in both custom and enterprise resource planning (ERP) package environments, and across all technology platforms, operating systems, and infrastructures.
REQUIREMENTS
Technical Qualifications:
- Demonstrated technical and analytical skills
- In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems of the types used at client.
- At least two years direct support to end-users of information systems, or relevant experience in a technical or customer support environment
- Able to provide technical assistance to agents
- Lotus Notes & MS Office experience.