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Job title

Tier 1 Technical Support

Company ManTek consulting
Wage between $0.00 - $0.00 Annually
Location United States, Ohio, Youngstown
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 10/29/2009
Description
Tier 1 End User Technical Support

Required: Highly motivated technical support Tier 1 with experience in help desk AND/OR NOC environment within a 24x7 Facility office environment and ability to work holidays and have a flexible schedule.

Customer Service Skills: Proven experience and ability to translate advanced level technical issues and translate them into everyday language to assist internal and external client better understand any technical issue or concern. Must be able to resolve most of the customer service technical issues without assistance but within the policies and guidelines provided.

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

Setup the SSL, DNS, IIS, mail. Troubleshoot routing problems, along with FTP, and FrontPage issues

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.

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













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.



Daily Responsibilities:

Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following:

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

Setup the SSL, DNS, IIS, mail. Troubleshoot routing problems, along with FTP, and FrontPage issues

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.

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
Experience in at least two of the following;
- Experience with Content Delivery Networks
- Experience in network troubleshooting
- Professional technical certifications
- A PLUIS: have minimal programming skills: ASP, C#, .NET

Background check and drug screening required.

eMAIL resume in a MS WORD DOC ONLY.


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Experience/Skills
See Above
 
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