Description: need a Support Technician l immediately starts from Sun, 10 Feb 2013 12:40:10 GMT, this position will be placed in Georgia.
For more detail information about this job vacancy please read the description below. If interested in this position, please email us your resume, along with salary requirements and a cover letter to starts from Sun, 10 Feb 2013 12:40:10 GMT.
The Support Analyst /Technician is responsible for acknowledging/resolving user support requests via phone, email, or other methods defined by NSPI and Customer Service Level Agreements (SLA). The Support Analyst / Technician will primarily work Wednesday through Saturday between the hours of 7:00AM and 6:00PM. Regardless of technology or nature of request (technical, billing, sales, other), the Support Analyst – Technician will act as primary contact, tracking requests for resolution or escalation and keeping customers continuously informed of status. Requests will primarily consist of user, local application, and desktop problems of varying platforms and providers. Experience will be heavily focused on desktop systems, commercial applications, network devices, and related current technologies.
Technical Deployment and Maintenance:
First-level contact for all incoming technical incidents, service requests, and inquires.
Identifies and resolves recurring internal and customer desktop issues
Ability to assess technical and business impact of an IT incident
Responds to and resolves or escalates all customer issues within directives or SLAs
Responsible for making regular status updates to customers on a variety of service requests and incidents
Verbal and written communication skills must be professional level and business oriented
Regular communications with customers is required (both verbal and email)
Documentation of hours and work details in order to track efficiency and billing is required
Use of ticketing / work management system to track issue and project task status
Prioritizes ticket workload based on customer and technical impact.
Participates in scheduled and ad hoc internal and customer specific meetings.
Dependable and eager to learn cutting-edge technologies
Ability to work on multiple concurrent assignments is essential
Strong self-motivation and the ability to work with minimal supervision
Periodic dispatches to customer locations in and around Atlanta, GA may require driving up to 50 miles from NSPI campus.
Wednesday through Saturday, between 7:00AM and 6:00PM. This is a 24/7 environment, occassional rotating shift to provide coverage of 1 st , 2 nd, and 3 rd shifts, including some weekend days/nights per shift
Required to work flexible hours to accommodate 7 day by 24-hour Operations coverage
Associate or Technical School degree preferred or equivalent combination of education and professional work experience
6 months to 1 year of phone support in a customer support environment
1-2 years working in a performance support/call center environment
Proficient use of Microsoft applications, most shrink wrapped software, wireless connectivity, proprietary applications
Proficient troubleshooting skills
Shift for this position can vary between first, second and third .
Operations are 24 hours a day
No Certifications required
Sun, 10 Feb 2013 12:40:10 GMT