Technical Support Tier 1

Tier 1 Technical Support

Required Technical and Personal Skills:
Qualified applicants must be able to demonstrate the following:
- Must be customer-focused, have a good understanding of the Internet.
- Must have skills with Windows Server, XP, IIS, DHCP, FTP, SMTP, SSL, POP, VPN.
- Setup the SSL, DNS, IIS, mail, Outlook, Routing Tools and troubleshoot routing problems, along with FTP, and FrontPage issues/troubleshooting. 
-  Experience in Intranet, TCP/IP, and hardware experience with desktop and laptop systems with excellent deductive reasoning and problem solving skills/troubleshooting skills.
- Proven ability to operate, assemble, install, and perform problem diagnostics on computer hardware and software for new products or upgrades to existing products. 
- Responds/Provides product, and networking technical support via tickets, telephone inquiries and complaints using standard scripts and procedures.
- Serves as part of the on-call staff for support issues.
- Communicate and follow-up with customers of varying levels.
- Telephone support.
- Set up customer email accounts/email support includes dealing with corrupted mailboxes, blacklist, mail routing problems, forgotten passwords, etc.
- Familiar with MS Outlook.
- Internet/Intranet, TCP/IP, and hardware experience with desktop and laptop systems.
- Troubleshoot routing problems, along with FTP, and FrontPage issues.
- Monitor networks and server farms ensuring availability according to service level agreements and clean out the system periodically and make changes when requested to those records.
- Gathers information, researches/resolves inquiries and logs customer calls.
- Communicates appropriate options for resolution in a timely manner.
- Escalate issues within committed time frames.
- Informs customers about services available and assesses customer needs.
- Provides functional guidance, Workstation support, training and assistance to staff, as needed.
- Provides domain name management, domain name research, and setup including the purchase of domains on behalf of the customer including upkeep of the domain management system, and reconcile against billing.
- Troubleshoot and proactively identify potential problems and make recommendations regarding solutions.
- Provides assistance, training and troubleshooting support to staff.
- Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.
- Prepares standard reports to track workload, response time and quality of input.
- Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.
- All other duties as assigned.
- A strong sense of responsibility, initiative and desire to learn and strive for continuous improvement with strong organizational and time management skills.
- Excellent interpersonal/communication skills (written and verbal), telephone support.
- Ability to learn system management tool, including problem tracking, service requests, and inventory and remain current on supported products and new releases through certification and additional training.
- Prioritize, complete tasks accurately, and make decisions within established guidelines and policies, follow processes, pay attention to detail, ability to work independently and as part of a team, adapt to change and resolve conflict to achieve a win win situation with anyone involved in such situations.
- Proven ability to interpret a variety of instructions furnished written, oral, diagram, or schedule form.
- Proven ability to gain an understanding and knowledge of business specific environments we support.
- Proven ability to effectively and independently analyze and resolve problems, questions and requests received in respective systems via telephone or hands-on depending on the nature of the problem, the location, and assigned duty.

Requires:
- An ability to have a flexible schedule and potentially work holidays.
- An ability to respond to on-call issues within 15 minutes of notice and be onsite within 30 minutes of notice.
- Experience in technical troubleshooting and problem-solving.
- Customer service experience in a technical support position.
- Extensive computer experience with Windows-based systems and software.
- Knowledge and/or use of Internet Protocols.

At least two of the following:
- Experience with Content Delivery Networks.
- Experience in network troubleshooting.
- Professional technical certifications for example any of the following:
A+, CompTIA, CompTIA A+, CompTIA Network+, Net+, Inet+, Help Desk CSS, MCP, CCENT or others
- A Plus: to have minimal programming skills: ASP, C#, .NET.

Working Conditions:
- Office environment.
- 24x7 Facility access Candidate must have ability to work holidays and have a flexible schedule.
- Background check and drug screening required
- LOCATION: YOUNGSTOWN, OHIO
- HOURLY POSITION.
- IMMEDIATE START DATE

EMAIL RESUME to MANTEK CONSULTING  IN A MS WORD DOC ONLY.

Keywords:
Help desk, desktop, laptop, NOC environment, network troubleshooting, hardware, software, customer service, Windows Server, XP, IIS, DHCP, FTP, SMTP, TCP/IP, SSL, POP, VPN, Setup the SSL, DNS, IIS, mail, Outlook, Routing Tools, troubleshoot routing problems, FTP, FrontPage issues/troubleshooting, Internet Intranet, Internet Protocol, tickets, on-call, telephone support, email setup, outlook, mail routing, front page, 24x7 facility, flexible schedule,  A+, CompTIA, CompTIA A+, CompTIA Network+, Net+, Inet+, Help Desk CSS, MCP, CCENT,