24/7 operations that include weekend support (on rotation).

Position Summary & Key Areas of Responsibility

• Works directly with customers to resolves recurring or standard problems

• Works directly with the company and 3rd party Vendor technicians to resolve HW or SW problems

• Provides daily and weekly incident tracking sheets to report on performance

• Reviews incident history to determine recurring faults

• Provides technical support and assistance to clients and businesses regarding hardware and software issues

• Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis

• Allocates engineer appointment times for jobs requiring multiple resources on-site

• Updates work orders and provides status information

• Assigns and distributes workload to meet SLA’s

• May respond to escalated calls

• Participates in product set or customer base training

• May implement remote fixes relying on guided search for diagnosis across multiple products

• Applies troubleshooting checklists

• Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

Basic Qualifications

• Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools

• Problem solving and analytical skills.

• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills

• High school diploma

Please refer to job description.