Job Description :
Logs all customer problems and tracks the problems through to resolution.
Ensures timely escalation of customer problems by assigning an appropriate priority and resolution target
Documents processes, procedures and resolution information
Responsible for prompt, accurate status and feedback on problems to customers and management.
Provides day to day support. Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions
Analyze existing processes and procedures and identify potential improvements
Standardize and document all new processes and procedures
Perform tasks assigned by management or engineers in a timely fashion.
Communicates with the manager on all ongoing activities
Maintains customer relationships.
Must be able to work a varied shift schedule
Staff the Command Center phone line to support user calls and issues resolution
Must be able to multi-task, have outstanding analytical abilities, and work in a fast paced environment
Be highly motivated

Technical Skills Required:
HS Diploma
Associates Degree in IT preferred
2 Years of related telephone customer service experience
Basic understanding of Windows Server 2008 Technologies
Basic understanding of Cisco Router, Switches, and Firewalls
Basic understanding networks and servers and their components
Basic understanding of PC hardware and connectivity components
Basic understanding of Windows XP, Vista, and 7
Basic understanding of MS Office (Outlook, Word, Excel, Power Point, etc
Basic understanding MS Active Directory
Basic understanding of System Management Server
Basic understanding of Citrix and Xen Servers
Imaging knowledge
Virus and Malware tools
Basic understanding of LAN/WAN networking
Basic understanding of remote access
Basic understanding of WEB technologies and components
Basic TCP/IP knowledge
Basic VPN knowledge
Basic Wireless knowledge.