Network Technician |
| Aug. 13, 2009 - Sep. 30, 2010 |
| Location: | Nashville, TN |
| Salary Range: | 36,000 - 38,000 |
| Benefits: | Yes |
| Employment Type: | Full Time |
| Department: | IT |
| Description: | Are you someone who just can't get enough of technology and enjoys troubleshooting and helping others solve their mysterious computer and network behaviors? If this is your idea of fun, we may be your next employer. We offer a professional, small business environment that focuses on working with our team to build the best outsourced computer support and consulting firm in Middle Tennessee.
The Queue Technician I is primarily responsible for a broad scope of network, hardware, software and remote connectivity troubleshooting through receiving incoming client calls and/or on-site visits as required. This position interacts with our entire client base providing technology phone support and assistance. General activities also include monitoring issue/ticket lists and promoting the flow of logged issues toward resolution. Support of Technicians while they are on client visits and assisting with managing client accounts in whatever capacity is requested are significant components of the position. Becoming part of and working with the entire team toward providing excellent service to our clients is a base requirement. Network troubleshooting skills, some systems administration experience, desktop PC support and administration, experience with Microsoft productivity tools, and the ability to work with customers and prioritize time are essential required skills. |
| Duties: | Troubleshoot hardware, software, network and connectivity issues
Clearly document customer issues and resolutions on a timely basis
Setting and meeting expectations & commitments to clients regarding follow up and issue resolution
Client interaction both via phone and face-to-face which may involve conflict resolution
Willingness to own the issue regardless of whether or not you can personally provide the solution
Work with the team to prioritize support issues while maintaining high customer satisfaction
Create knowledge base documentation as required
Manage escalation and tracking of support incidents
Participate in team meetings representing command center issues
Back-up first line phone support to clients and Technicians |
| Qualifications: | 1-2 years minimum desktop support and/or some systems administration experience
Strong troubleshooting skills
Strong verbal and written communication skills
Ability to work in a deadline driven environment
Learns and adapts quickly to new hardware/software/network systems
Prior experience in an inbound call center environment preferred
Some experience with Windows 9x-Vista Operating setup and administration
Some networking knowledge (subnets, firewall concepts, ports, switches, hubs, DNS and routing)
Hands on experience repairing/replacing hardware components
A+ Certification for hardware and software or educational equivalent required
Industry Certification (MCDST, MCSA, A+, Network +) an asset |
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