Technical Support Agent/Trainer

The TECH SUPPORT AGENT/TRAINER 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. Ability to adapt to a dynamic and changing support environment, contributing inventive ideas and creative thinking to aid the development of your team, as well as be an agent of change and positive influence, toward building the IT Department for supported software products through their life cycle.

RESPONSIBILITIES INCLUDE:

- Provide level 1st and 2nd level technical assistance in analysing, diagnosing, replicating and troubleshooting customers reported issues to resolution on Microsoft Windows 7 OS.
- 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 afterhours 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 employees.

REQUIRED QUALIFICATIONS:

- Bachelor's degree in Computer Science or related field of studies
- Ability to comfortably teach large groups
- Knowledge of Dell Laptop repair
- Extensive Windows 7 knowledge
- Database skills, preferably SQL Server
- Read and understand log and configure files
- Support, QA, training or field experience with enterprise software, preferably monitoring and/or performance suites, or system administration experience
- Strong analytical, troubleshooting, and problem solving skills
- Excellent written and verbal communication skills, experience creating documentation, procedures, and knowledge base entries