Description:
General Purpose: Monitor network traffic, serve as primary point of contact for problem escalation for resolution, and provide service and technical support in a "Help Desk" environment. Field phone calls from on-line customers requesting assistance with initial installs; troubleshoot HW/SW issues for existing clients.
1. Monitoring of all aspects of network including Servers, DSL lines, T-1 lines & Web sites. Monitoring of AS/400 Systems, particularly memory and disk usage, plus performing backups and restores on AS/400 Systems.
2. Handle a large number of technical calls from Internet customers as well as internal employees. Calls include requests for new Internet accounts and initial set up assistance; requests to change passwords; resolution of dial-up and e-mail problems; research inoperative connections; resolve networking and browser configuration problems; assist with desktop PC HW/SW problems.
3. Specification, ordering, and installation of Program Temporary Fixes (PTF's)
4. Field phone calls from on-line customers requesting assistance with initial equipment installations; troubleshoot HW/SW issues for existing clients. Travel to customer sites as necessary.
5. Compiles, and where required, maintain activity reports
6. Undertake Special Projects and perform side duties as required
Required Skills
. Customer oriented, with a desire to resolve problems to the customer's satisfaction while maintaining focus on productivity, efficiency and quality.
. Adaptable, flexible, patient and professional even under tense customer situations.
. Ability to work in a fast paced often high-pressure environment.
. Excellent communication, and verbal skills.
. Good data entry skills.
. 1 - 3 years related technician experience.
Educational Requirements:
. AAS degree or Technical School.
. MSCE, A+ certificate desirable.
Critical Competencies:
. Leadership - Ability to participate in problem resolution. Quick to learn and take charge. A self-starter committed to finding creative solutions to difficult problems. Ability to work in team environment.
. Management of Resources - Will organize, prioritize and manage work under deadlines.
. Business Knowledge - Demonstrate analytical and problem solving skills using knowledge, experience and understanding of basic internet concepts.
. Communication skills - Excellent verbal and written skills. Will handle sensitive and proprietary information with complete confidentiality.
. Must be able to Multi-task
. Must be Self-Motivated / Enthusiastic / Strong Work Ethic
MCP or better required To Apply to this job go to http://www.GadBall.com or click here