Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Performs a variety of tasks including group or Individual training of users.

• Knowledgeable regarding Windows Server 2008, 2012 & 2016 technologies, Firewalls, Routers, Switches and Telecom principles

• Ability to work independently with complete ownership of technical issues

• Act as escalation point as well as directly answering customer calls when needed regarding technical issues related to their hardware, software, network, VoIP phones, etc.

• Identify, evaluate and resolve complex IT related issues for business customers

• Seek to resolve as many customer issues during initial contact as possible

• Escalate and coordinate repair and resolution of issues with other team members as necessary to resolve customer issues

• Oversee follow up communication with customers to ensure their satisfaction and full resolution of their open issues

• Log and track all activity in the appropriate systems to insure full documentation of the issues and resolutions related to individual accounts

• Provide support and guidance to Level I and Field Service technicians as needed

• Provide onsite customer support when necessary to resolve issues or assist in onboarding new customer accounts

Strong consideration will be given to candidates with the following:

• Telecom / VoIP Configuration & Management
• MCSE
• Networking +

Organizational Responsibilities

• - Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety and a high reliability organization; behavior supports the organization's core commitments of Integrity, Service, Respect, Teamwork, Excellence, and Innovation

Qualifications

• Must possess strong troubleshooting skills for both hardware and software.
• Must be able to repair hardware systems and replace items such as hard drives, power supplies, motherboards, RAM.
• Basic hands on experience working with routing, IP addressing, DHCP, DNS, wireless terms (SSID, AP, 802.1x, etc) as well as basic telecom concepts.
• Must possess strong customer service skills
• Bachelor’s degree or 3 years hands on troubleshooting experience in lieu of degree.
• Three to five years hands on technology experience Desktop Support.