Duties and Responsibilities
Provide technical support and guidance to customers using our dialer system
Install and configure hardware and software used in Dialer system
Respond to tickets in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
Respond in timely manner to requests and issues
Repair and replace equipment as needed
Provide onsite and remote support to end users
Assist in AV setups as needed for meetings
Assist new hire training for basic IT needs.
Set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices
Ability to work in Active Directory
Understanding of Cisco Meraki
Test new technology
Create documentation for staff for training purposes
Resolve Tier 1 support tickets
Skills and Qualifications
Proven technical support experience in a call center or similar environment
Knowledge of dialer system software and related technologies
2-3+ years of experience in a support role (field engineers or as technical support engineer)
Experience mentoring junior team members
Achieved a minimum of JNCIS certification and preferably JNCIP (CCNP or eq.) level certification
Working experience with traffic generators and network protocols analysis tools
Presentation skills
Strong problem-solving skills, applicable to large and complex network scenarios
Proven escalation management and leadership skills
Able to multitask when several critical issues happen simultaneously
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