Provides first and second level technical support to our user community. Second Level includes, but is not limited to troubleshooting and problem solving, technical training, onsite and remote support; R&D
Primary Responsibilities
• Answer, evaluate and prioritize client technical inquiries and problems
• Interface with both technical and non-technical client users to collect information about said problems or inquiries and lead users through diagnostic procedures for the purpose of resolution.
• Log and track incidents via a management database; maintain history records and related problem documentation.
• Consult with product development and other technical teams to explain software errors
Secondary Responsibilities
• Act as a technical consultant to Product Development, Customer Solutions Center and Account Management teams
• Be involved in the research and testing of new features on software releases ( proprietary and third party)
• Provide second level technical support for internal users
Primary Working Relationships
• Product Technical Support team and will interact with same on a daily basis
• Customer Solutions Center via problem escalation
• Client IT re: problem resolutions and special projects
• IS Team
Experience: • 2-3 year practical experience
• Strong hardware and Networking Skills
• Microsoft OS (server and desktop); Novell expertise a plus
• Gateway Expertise: TN3270, SNA a plus
• SQL Admin or Citrix Admin knowledge a plus
• Demonstrate the ability to handle more complex tasks and projects e.g. Client Server Installations
• Able to support MAC
• MCSE a plus
• Base level knowledge re: routing, TCPIP
• Project management skills
• Communication Skills; written and verbal
• Presentation skills
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