Complete Description:
Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. Flexible working hours, may require weekends & after normal business hours. Adhering and working within established policy and procedures. Meeting and exceeding established programs SLA's.
Behavior Characteristics:
Interpersonal skills, effective team-player, strong communication and customer service skills, leadership abilities, soft skills, self-motivated, professional, strong analytical skills and detail-oriented
Skills:
Configure and troubleshoot wireless connectivity Required 2 Years 2 - Proficient
Direct desktop support experience Required 5 Years 3 - Expert
Experience and use of remote control tool sets (LANDesk and DameWare) Required 2 Years 2 - Proficient
Experience and working knowledge of MAC OS 10.X & Office 2008 Required 1 Years 2 - Proficient
Experience with Call Tracking Systems (preferably Remedy ITSM) Required 2 Years 2 - Proficient
Expertise in supporting Microsoft based HW/SW (2000, XP, and higher) Required 5 Years 3 - Expert
Troubleshoot, diagnose, resolve and document technical service requests Required 5 Years 3 - Expert
Experience and knowledge of ghosting software & support of specialized apps Highly desired 3 Years 2 - Proficient
Experience and working knowledge of Active Directory & Active Server Role Highly desired 2 Years 2 - Proficient
MCSA or MCSE Nice to have
Experience with LAN/WAN connectivity issues (toning/tracing ports) Desired 2 Years 2 - Proficient