Position Description
The successful person will thrive in a fast paced environment and provide first
level support to Tele-Data Solutions customers calling for support. This person
will be responsible for answering customer support calls, handling inquiries, and
providing level one technical support. The IT Service Technician works with clients
by telephone to resolve basic hardware, software, networking and carrier problems.
Acts as the clients' advocate, escalates unresolved support calls to more senior
technicians and management, assures rapid resolution, and a high level of overall
customer satisfaction.
Principal duties & responsibilities
- Provide first level contact to Tele-Data Solutions clients via phone and email
- Enter data and log customer support trouble tickets into TigerPaw system
- Work with customer by phone to troubleshoot basic IT, telecom, and carrier related
problems
- Determine levels of escalation required based upon customer status and severity
- Prioritize scheduling of service appointments for standard, "hot," and catastrophic
trouble tickets
- Ability to research, access, and apply information to resolve problems from technical
manual, online references, and other technical resources
- Provide end user support for Tele-Data Solutions telecom and security system products
- Contact and report troubles to network carriers and coordinate trouble tickets to
resolution
- Provide basic PC support, LAN troubleshooting, and software installation and maintenance
- Assist other employees with hardware and software deployments when call upon
Position Requirements
- Minimum of 3-5 years of break/fix troubleshooting experience with telephone systems
and desktops
- Strong knowledge and understanding of desktops, laptops, computer hardware and software
systems
- Knowledge of telephone and telecom systems, hardware and software, carrier circuits
(T1, MPLS)
- Experience working with end-user customers to identify and effectively communicate
solutions to problems
- Familiarity with systems and program applications such TigerPaw for supporting end-users
- Knowledge and experience with routine desktop support - Windows XP, Vista, and/or
Win7
- Skilled in maintaining a high level of customer satisfaction
- Excellent customer service skills - must be 100% focused on solving customer problems
without dispatch
- Proficiency in working simultaneously on multiple project, trouble tickets, and
meet deadlines
- Willingness to work overtime, after-hours, and on-call support nights and weekends,
when scheduled
Personal Requirements
- Exceptional communication and interpersonal skills
- Customer oriented and comfortable in a technical, fast paced small to mid-market
company
- Proactive, innovative, and able to work both independently and in a team environment
- Ability to learn and assimilate new computer technology and quickly learn new technical
products as offered
- Willingness and ability to attend training to learn new technical skills as needed
- Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
- Experience with TigerPaw software a plus.
- Demonstrated EXCELLENT prioritization and critical time management skills
- Professional, organized, flexible, and stress resistant
- Ability to lift minimum 35 lbs
- Regional travel required
- Valid New Jersey Driver's License
Contact Information
All resumés should be submitted to: Tele-Data Solutions via email to:
jobs@tele-datasolutions.com