PC Help Desk Technician (6 OPENINGS)

POSITION SUMMARY
Under direct supervision, delivers first level technical support to customer .Provides single point of contact for entitlement verification, technical assistance and problem resolution.

KEY OBJECTIVES/ACTIVITIES
-Provides timely and accurate first level technical assistance/support via phone, for a family of products by using standard support tools and existing guidelines. This includes but is not limited to wireless access points, WLAN client adapters, WLAN switch?s, managed layer 2 switch?s, SNMP/MSP tools, WLAN enabled mobile computers, RFID tags and readers.
-Uses Call Management (CRM) software system (Remedy) to maintain accurate on line records of all calls received into the Support Center and steps taken to resolve.
-Evaluates call, determines customer entitlement and requirements then resolves the problem or transfers caller/request to the proper Symbol associate, department, on site CSR or escalation queue as required.
-Follows up on customer voice messages left on the Automated Call Management system.
-Provides input to supervisor on any customer satisfaction issues.
-Keeps abreast of all policies, procedures, and service offerings that affect both our internal and external customers.
-Completes all assigned self study and formal training.
-Promote a positive image of product, technical skills, and company commitment to provide quality service.
-Performs additional duties and responsibilities as assigned by your supervisor.
REQUIREMENTS
EXPERIENCE AND EDUCATION
-Associates Degree or Technical Certification on Information systems and System Troubleshooting preferred or 2-4 years directly related career experience
-Knowledge of TCP/IP, OSI model, Windows 2K/XP, Windows server 2K and 2K3, Cisco infrastructure, network security, 802.11 IEEE standards.
-Familiarity with WLAN technology and Wireless network troubleshooting is a plus.
-Must have excellent communications skills; oral, written, and listening.
-Must have strong diagnostic and problem solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone.
-Two to three years Support Center/Help Desk experience in a direct customer support role would be an asset.