Technical Support Representative I

US-CO-Denver
Req No.
2017-1448
Type
Regular Full-Time

Overview

The Technical Support Representative I will work with the Support Team to handle Tier 1 customer technical support issues and to ensure that technical issues are resolved quickly and efficiently. The Technical Support Representative interacts directly with customers, FWI Technical Support team and other departments. This role has significant impact on the customer experience with FWI and can affect customer satisfaction and retention to perform these functions it is critical that the Technical Support Representative I exhibit strong communication skills and the ability to work in a team environment.  

 

Our culture and workplace are very important, and we want FWI to be a place where talented, passionate people want to spend time making a difference. To help unify our culture and guiding principles, we have a common set of values that bring us together.

 

Those values are:

Bring your best self

See it

Own it

Crush it

Be Gracious

 

The compensation package will be aligned to each candidates experience and qualifications. All applicants must be authorized to work in the United States.

Responsibilities

  • Provide technical support to FWI customers. Works with end users to ensure the software and hardware perform correctly. Ability to troubleshoot the customer’s network, security issues as well as server configurations.
  • Accurately Record all telephone calls, emails, web and intercompany requests for technical support.
  • Track and monitor the technical issue and the steps taken to resolve the issue to ensure a timely resolution.
  • Ability to interface with all levels of users.
  • Work with all departments and Tier levels to learn and understand basic understanding of the FWI’s software, services and hardware.
  • Foster customer satisfaction through timely follow-up.
  • Learn and understand all aspects for our Kaseya alerts.
  • Work flexible hours, nights and weekends.
  • Pass customer-required background screenings, including but not limited to the Nevada Gaming commission.
  • Other duties as assigned.

Qualifications

Education & Experience:

  • Computer Science/Technical degree or equivalent experience
  • 1-3 years of technical support or networking/systems management experience

Required Knowledge, Skills and Abilities:

  • Proven ability to learn new software quickly for the purpose of supporting end users.
  • Demonstrated and quantifiable troubleshooting skills
  • Excellent communication skills, both written and verbal
  • Experience with ticket management systems

Desired Skills Knowledge, Skills and Abilities:

  • Experience with Windows Operating Systems (experience configuring client systems, understanding of PC hardware to troubleshoot hardware failures remotely, File Management/Folder Structure, Registry Editing, NTFS (file sharing) Permissions, Group Policy)
  • Experience with Networking (troubleshooting network failures, utilizing TCP/IP, ping, IP Addressing, Ports…FTP, SFTP, DNS, HTTP, HTTPS, Windows File Sharing, Routing, VLAN's, Static Routes, Firewall knowledge, VPN Connectivity understanding
  • Ability to resolve technical issues on Mac’s and Microsoft Windows operating systems
  • Experience with Windows Server 2003/2008 (Administration: Active directory, DNS, DHCP, Server roles)
  • SQL/ MS SQL - Able to Create Users and Databases in SQL Management Studio
  • Moderate knowledge of Scripting
  • Experience with Remote Support tools—Logmein.com, Gotomeeting.com, VNC, Dameware, and RDP.
  • Experience with VMWare configuration and usage
  • Knowledge of Spanish language both written and spoken including the meaning and spelling of words, rules of composition, and grammar a plus.

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