Technical Support Representatives

GENERAL DESCRIPTION OF POSITION:

  • Respond to customer-submitted (email and phone) technical questions and problems in a timely and efficient manner.

    KEY ACCOUNTABILITIES:

    • Respond to Partner phone calls and emails.
    • Open trouble tickets and continually update throughout the duration of the case
    • Ability to recognize when escalation is necessary
    • When appropriate move issues through proper channels.
    • Engage Level II as required to solve Partner problems.
    • Ability to prioritize, handle multiple tasks and meet deadlines

    SKILLS, ABILITIES AND QUALIFICATIONS:

    • 1-3 yrs experience in Help Desk or Customer Support environment
    • Highly customer focused articulate, self-motivated, result-oriented individuals who enjoy working in a fast-paced, innovative work environment
    • Server/client/network hardware & configuration troubleshooting
    • Strong working knowledge of Windows 2000/2003 Server, Windows Small Business Server 2000/2003, Back Office Server 2000 & Windows XP Professional
    • Understanding of DCOM, WMI, performance counters, event logging, diagnostic tools & Windows services
    • Proficient with Active Directory, Networking knowledge (DNS, IIS, firewall, ports, and routing)
    • General knowledge of MS SQL Server 2000, MS SQL 2005, MSDE, ISA 2000/2004
    • Strong analytical skills, detail oriented; organizational skills
    • Minimum requirement of multiple Microsoft MCP Certifications MCSE/MCSA is preferred.