Tier 1 Technical Support Specialist – Entry Level (Urgent Need)

Job Description

Essential/critical functions:

• Follow necessary Customer Support protocols
• Interact with customers in a professional and enthusiastic manner via verbal and written communication
• Promptly answer support calls, document, and transfer with a high level of urgency
• Accurately document client interaction in a professional manner
• Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
• Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
• Resolve open tickets and communicate resolution to the client to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
• Support the field implementation team to successfully complete installations
• Cook up and coordinate the shipment of parts and supplies to customers

Technical Skills and Attributes

• Databases: SQL Server (SQL 2008/2012), SSIS (SQL Job), SQL Reporting Services
• Operating Systems: OS knowledge (3+ Years) - Server 2008 /Server 2012/ Windows 7, Windows Services, IIS and Web Applications, Running Performance Counters
• Networks: Basic Understanding of Group Policies, Security Permissions, Networking topology (2+ years) - DNS, DHCP, WAN, LAN, TCP/IP, Ports (Networking/OS)
• Languages: Basic Understanding of XML language (1+ years)
• Logs: Ability to review application and OS logs (2+ years)
• Active Directory: Active Directory experience or exposure (1+ years)
• VMware: VMware experience or exposure (1+ years)
• Wireshark: Wireshark (1+ years)

Soft Skills

• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Excellent time management and multitasking skills
• Strong personal commitment to quality, customer service, and patient safety
• Works well in a team environment
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

Other Skills

• Excellent customer service skills (written and verbal) a must
• Exceptional attention to detail
• Excellent organizational skills
• Ability to work in a fast-paced environment
• Ability to work in a remote, home office-based environment
• Experience using a computer in a work setting
• Strong work ethic and initiative