Support Technician

Job Responsibilities -------------------- * Work to resolve technical support incident tickets for escalated internal software systems and the many integrated pieces. (35%) * Investigate and identify the root cause of escalated software incidents and emergency problems to determine actions for preventing major incidents from reoccurring. (30%) * Reproduce and document reported software bugs for software development and quality control teams for final resolution. (15%) * Assist in developing internal documentation to support new features and procedures for product enhancement. (5%) * Provide training to technical support associates on how to handle and communicate software support Incidents to prevent future escalated tickets and quality resolution timing for internal stakeholders. (5%) * Provide communication to internal stakeholders on software bug status and workarounds to continue business operations. (5%) * Prepare incoming and outgoing support tickets reporting to identify problems trends on reported incidents. (5%) Critical Skills & Experience Requirements ----------------------------------------- * High School Diploma (Required) * Bachelor’s Degree (Preferred) * 3+ years of experience providing IT customer support including incident, change management, customer relationship management, troubleshooting problems, and triaging support tickets. (Required) * 2+ years of software support, development, or quality assurance experience. (Preferred) * 2+ years of SQL or MySQL Database Administration. (Preferred) * 1+ year of Linux exposure. (Preferred) * Excellent customer service skills * Helpdesk ticketing system(s) and knowledge of the Incident lifecycle * Ability to define problems, collect data, establish and draw valid conclusions * Proficient understanding of the software development and quality assurance release process * Proficient understanding of network principles including network troubleshooting for connectivity issues, DHCP, and DNS * Willingness to work flexible hours/weekend hours * Excellent verbal and written communication skills with the ability to communicate effectively to technical and non-technical users at all levels in the organization. BENEFITS Free Play & 1/2 price food! Health, dental, vision, 401(k) team member match, free mental well-being platform – and that’s just for starters for those who qualify. [View team member benefits here.](https://lockton.egnyte.com/dl/vpbKpcJ6C8j7) ADA The above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.   EEO Statement Topgolf is a global sports and entertainment community and is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information and veteran status) in its application and hiring processes and in its employment decisions.  As an affirmative action employer, Topgolf also takes steps to prevent retaliation and to create a respectful, equitable and inclusive environment for our Guests, Associates, business partners, vendors, and the communities we serve.   Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.   Topgolf Entertainment Group does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website, employees or Human Resources. Topgolf will not pay fees for unsolicited agency resumes and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Topgolf Entertainment Group and will be processed accordingly without fee.   Topgolf participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.