Support
Center
Specialist
Location:
Holtsville
,
NY
11742
Salary: $15 - $20/hour
Shift: There are three shifts involved: (
8:30am to 5:00pm
) (
4:30 pm to 1 am
) and (
12:30 am to 9 am
). Please specify which shift you would like to be considered for.
Majors/Background: any IT and/or Computer Science majors/minors
This is a technical support / help desk position.
Call tracking and escalation. & Systems assistance are involved
POSITION SUMMARY
Under direct supervision delivers first level technical support to customers including end users, VAR's, Strategic Alliance Partners, OEM's, etc Provides single point of contact for entitlement verification, technical assistance and problem resolution. Maintains accurate on line record of calls received into the
Support
Center
.
KEY OBJECTIVES/ACTIVITIES
- Uses Call Management (CRM) software system to maintain accurate on line records of all calls received into the
Support
Center
and steps taken to resolve.
- Ability to troubleshoot IP and VPN connectivity issues, hand held mobile computers utilizing the Pocket PC and DOS operating system, and basic wireless coverage/interference problems.
- Provides input to supervisor on any customer satisfaction issues.
- Keeps abreast of all policies, procedures, and service offerings that affect both our internal and external customers.
- Completes all assigned self study and formal training.
- Performs additional duties and responsibilities as assigned by your supervisor.
EXPERIENCE AND EDUCATION
- Associates Degree or Technical Certification on Information systems and System Troubleshooting or 6 years directly related career experience required. MCSE/CCNA certification preferred
- Knowledge of TCP/IP, OSI model, Windows 2K/XP, Windows server 2K and 2K3, Cisco IOS, VPN technology, network security, 802.11 IEEE standards.
- Familiarity with WLAN technology and Wireless network troubleshooting is a plus.
- Must have excellent communications skills; oral, written, and listening.
- Must have strong diagnostic and problem solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone.
-
Two to three
years Support Center/Help Desk experience in a direct customer support role would be an asset. To Apply to this job go to http://www.GadBall.com or click here