Technical Support Agent/Trainer

TECHNICAL SUPPORT AGENT/TRAINER

Work for a company that is MAKING A DIFFERENCE in the world!

Company is growing like crazy - doubling year over year.

FTE salary + Stock! Will be included in offer!

Looking for a jack of all trades that wants to expand his/her skill set and learn/grow with the company.

This position is responsible for resolving customer issues and assuming all direct contact with the internal clients until resolution is achieved. As part of the quickly expanding IT support team, a TSA may often work directly with IT Systems Engineers and Developers. Other responsibilities include knowledge base creation, support training content, as well as special projects related to the continued planning of the future support model. Candidates must have the ability to adapt to a dynamic and changing support environment, contribute inventive ideas and creative thinking to aid the development of the team, as well as be an agent of change and positive influence, toward building the IT Department.

RESPONSIBILITIES

- Manage assigned support incidents and maintain up-to-date status in the Numara Ticketing Systems Console.
- Escalate unresolved issues that require more in-depth knowledge to engineering in a timely manner.
- Teach new employees on basic computer, Wi-Fi, and cell phone features and functionality.
- Create reproducible test cases, when necessary, for customer reported issues.
- Report and submit product defects in the bug tracking system.
- Create new knowledgebase articles and keep them up-to-date.
- Provide after business hour support on a rotation basis.
- Image and configure new PC equipment for deployment (MS MDT, SCCM, Numara).
- Keep Technical Support equipment organized and readily available for deployment.
- Deploy hardware and software to staff.

QUALIFICATIONS

- Bachelor's degree in Computer Science or related field of studies
- Must have networking/protocol knowledge and Windows server level troubleshooting experience
- Must be comfortable teaching large groups
- Knowledge of Dell Laptops and repair
- Strong analytical, troubleshooting, and problem solving skills
- Extensive Windows 7 knowledge
- Databases, preferably, SQL Server
- Read and understand log and config files
- Support, QA, training or field experience with enterprise software, preferably monitoring and/or performance suites, or system administration experience
- Excellent written and verbal communication skills, experience creating documentation, procedures, and knowledge base entries