This job includes 100% phone support, The individual is responsible for listening to Customer concerns, identifying the technical need and troubleshooting in order to resolve the Customer's issue. The qualified candidate will be responsible for using identified troubleshooting resources i.e., TechInfo (in-house knowledge base). Responsibilities include logging all calls into our ticket tracking system (Remedy), escalating to second level support groups when necessary; maintain the service level agreement for the group.
The qualified candidate must be punctual; able to work rotating shifts in a 24/7 operation including weekends and holidays; able to work in a stressful environment; Customer oriented; good phone voice; self motivated; adept at learning new technical software and hardware; ability to lift up to 50 lbs or more periodically; able to bend, stoop, kneel, or sit for an extended period of time.
The qualified candidate must be able to work well in a team environment with 31 Support Technicians; communicate well with co-workers to share and receive knowledge; identify and respond to critical issues in a timely manner; contribute to the department goal of 75% first call resolution.
Experience: Operating Systems: Windows2000/XP/ME
Network Topology: LAN/WAN, TCP/IP Protocol; basic knowledge of switches/routers
Novell: User Administration-Console 1, file rights and user groups administration, multiple password reset utilities; Active Directory; SMS, mobile device support and mobile administration tools
MS Office Suite: Word/Excel/Access/PowerPoint; MS Outlook
PC Hardware: installation of PC peripherals, interrupt conflicts, partitioned drives, monitors/video cards, keyboards, mice, printers/printer drivers, NIC cards, Hubs/Jet directs, network printer and print queue administration
Use of Ticket Tracking tools
Excellent verbal, written and Customer Service skills
Ability to participate and fulfill 24/7 shift work
Ability to lift up to 50 lbs or more periodically, bend, stoop, kneel, and sit for an extended period of time
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