Tier 1 Support Specialist LightEdge Solutions
Reports to: Manager of Customer Operations
Location: Altoona, IA
Objective: Provide courteous and professional service support to LightEdge clients
Shift: Part-Time Fridays & Saturdays - 2nd Shift-- OR Full-Time Tuesday - Saturday ? 2nd shift--
--Normally 2:30pm-10:30pm but will consider alternative hours to accommodate school or other situations.
Essential Duties and Responsibilities :
Provide first-level client support and technical issue resolution via E-Mail, phone and other electronic medium.
Accurately document all service requests.
Exercise sound judgment and escalate service requests and incidents as needed.
Monitor client services for availability and uptime.
Configuration and testing of client's equipment remotely and on site.
Obtain comprehensive understanding of company offered services and systems.
Identify and correct or advise, on operational issues in client systems.
Participate in a 24x7x365 on call rotation and willing to work weekends and extended hours at times.
Dispatch to client sites.
Other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Novice to Intermediate understanding of TCP/IP
Novice to Intermediate understanding of e-mail delivery/receipt
Novice to Intermediate understanding of DNS
Novice understanding of circuits such as T1?s and DSL
Able to work independently and efficiently to meet deadlines.
Able to promptly answer support related e-mail, phone calls and other electronic communications.
Self-motivated, detail-oriented and organized.
Experience with hardware and software issues.
Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
Able to maintain professional demeanor under stress.
||Altoona, IA |