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Job Description
What would you do? – The Specifics- Troubleshoots basic and advanced software/hardware issues with internal customers via phone, support ticketing system requests and remote desktop support.
- Maintains and increases job knowledge on all applicable applications and hardware via training, documentation and personal research.
- Works with Hardware Engineer to resolve hardware and networking related requests, with Application Engineer to resolve software related requests and with the Distribution Center to resolve inventory related requests.
- Guides the user through an appropriate diagnostic procedure via telephone to determine the nature of the problem and escalates/prioritizes for problem resolution with the appropriate departments.
- Documents all calls into Footprints (call tracking software) including details of problem and resolution.
- Provides outstanding support to all customers and other NVI departments as needed.
- Follows all department/company procedures and policies.Position Requirements:
- High School Diploma/GED required; Associate’s Degree in Networking preferred.
- 2 to 4 years technical support experience.
- Must have good understanding of computer operating systems including Windows and Linux.
- Strong knowledge of software systems including MS Office Suite, various web broswers and e-mail.
- Experience with computer networking.
- Must be able to type 40 WPM. Typing test may be required.
- Excellent telephone and interpersonal skills.
- Ability to work at least 1 Saturday a month.
- Experience with a Ticketing system (Footprints) and a POS Experience (SDS) preferred.
- Previous Point Of Sale Help Desk experience is a preferred.
- Completion of in depth side by side training.
- Excellent verbal & written communication with the ability to listen and understand instructions.
- Approaches all encounters with customers and co-workers in an attentive, friendly, courteous, and service-oriented manner.
- Effective problem solving and troubleshooting skills.
- Highly organized with strong follow up skills and the ability to multi-task.
Qualifications
- High School Diploma/GED required; Associate’s Degree in Networking preferred.
- 2 to 4 years technical support experience.
- Must have good understanding of computer operating systems including Windows and Linux.
- Strong knowledge of software systems including MS Office Suite, various web broswers and e-mail.
- Experience with computer networking.
- Must be able to type 40 WPM. Typing test may be required.
- Excellent telephone and interpersonal skills.
- Ability to work at least 1 Saturday a month.
- Experience with a Ticketing system (Footprints) and a POS Experience (SDS) preferred.
- Previous Point Of Sale Help Desk experience is a preferred.
- Completion of in depth side by side training.
- Excellent verbal & written communication with the ability to listen and understand instructions.
- Approaches all encounters with customers and co-workers in an attentive, friendly, courteous, and service-oriented manner.
- Effective problem solving and troubleshooting skills.
- Highly organized with strong follow up skills and the ability to multi-task.