The Ideal candidate will be able to troubleshoot and identify complex software and hardware issues in the systems domain with sound knowledge of networks. Direct customer support experience is a plus. Exceptional verbal and written communication, customer service, and troubleshooting skills are required for this position as well as organizational skills, high-level troubleshooting, and the ability to meet deadlines. The position will be supporting our ever increasing customer base, as well as our field engineers, in heterogeneous environments. Along with being an extremely technically proficient individual, this position also requires the candidate to have exceptional time management skills as incident resolution must occur in a timely fashion.
Additionally, the candidate should have the:
·Ability to work independently in a dynamic and complex environment Set up, test, administer and troubleshoot LAN and WAN.
·Ability to setup entire IT infrastructure including Internet, Perimeter Security, Backbone servers, Remote Access, Printers and Other Peripheral Devices and Desktop.
·Ability to work Windows 2008, 2012, XP, Vista and Windows 7, 8.
·Setup and Maintain Active Directory, Exchange, IIS, SharePoint, Print Servers and SQL.
· Ability to setup and troubleshoot handheld devices.
·Ability to work with Linux Platforms.
·Ability to manage, administer, test and troubleshoot CISCO catalyst switches and ISR appliances.
·Willing to work as part of a worldwide professional support team
·Able to maintain professionalism while under pressure
·Values teamwork and can contribute to the entire group
·Someone who wishes to continue to develop their skill set in a proactive environment
·Someone who exercises judgment within defined procedures and practices to determine appropriate actions
·Demonstrates strong customer service/support skills such as active listening, good verbal and written communication.
·Experience with virtualization technologies i.e. VmWare, Citrix and Hyper-V is a plus.
·Troubleshoot and resolve complex, critical, and sensitive technical support issues.
·Resolve customer issues through email, phone, and remote support sessions.
·Manage a personal queue of incidents by effective time management and issue prioritization.
·Ensure customer satisfaction through professionalism and swift resolution.