Technical Support Representative II

US-CO-Denver
Req No.
2018-1510
Type
Regular Full-Time

Overview

The Technical Support Representative II works closely with the Support Team and with Development teams to ensure that the software and hardware perform correctly for our customers.  This position differs from the Technical Support Team I position in the degree of complexity required to resolve the Hardware and software issues that may arise.

 

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

Responsibilities

  • Ability to troubleshoot the customer’s network, security issues as well as server configurations.
  • Maintain an accurate record of all telephone calls, emails, web and intercompany requests for technical support
  • Track and monitor the problem to ensure a timely resolution
  • Interface with all levels of users
  • Ability to troubleshoot software and hardware issues with creative problem solving
  • Work with all departments and Tier levels to obtain l fundamental understanding of the FWi’s software, services and hardware
  • Foster customer satisfaction through timely follow-up and effective communication
  • Learn and understand all aspects for our Kaseya alerts
  • Willingness to be on call, work flexible hours and weekends
  • Pass customer-required background screenings, including but not limited to the Nevada Gaming commission.
  • Travel as required, up to 10%
  • Other duties as assigned 

 

Qualifications

Education & Experience:

  • Computer Science/ Technical degree or equivalent work or military experience
  • Prefer 5 years of work experience in technical support or networking/systems in a field setting

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 skill, both written and verbal
  • Experience with ticket management systems 
  • Ability to resolve technical issues on Mac’s and Microsoft Windows operating systems
  • Experience with Windows Server 2003/2008
  • Experience trouble-shooting network related issues
  • SQL DB experience

Desired Skills Knowledge, Skills and Abilities:

  • Experience configuring client systems
  • Understanding of PC hardware to troubleshoot hardware failures remotely
  • Knowledge of effective File Management/Folder Structure
  • Experience with Registry Editing, NTFS (file sharing) Permissions
  • Knowledge of Group Policy
  • Moderate knowledge of Scripting
  • Experience with Remote Support tools—Logmein.com, Gotomeeting.com, VNC, Dameware, and RDP.
  • Experience with VMWare configuration and usage

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