Customer Support - IV - Hybrid

Job Description :

Required Skills, Experiences, Education and Competencies :

• Extremely strong teamwork ethic and customer service focus.
• Extremely strong ability problem solves, recognize issues, prioritize, respond, and / or escalate appropriately.
• Strong oral and written communication and collaboration skills.
• Demonstrated ability to communicate effectively to all levels of the organization.
• Strong training skills and practical experience.
• Expert knowledge and experience with current and legacy Microsoft Windows, Apple Macintosh, and Apple iOS based hardware and software systems. Background in network and video protocols and codecs to include TCP / IP, H.323, SIP, G.711, G.729.
• Strong, demonstrated knowledge of enterprise end-user, mobile device, and audio / video conference management tools (Microsoft Active Directory and SCCM, JAMF Casper, Intune, etc.).
• Demonstrated ability to organize, manage and complete multiple projects of varying lengths.
• Knowledge of business and information security concepts and principles.
• Knowledge of networking architecture and protocols.
• Capacity to thrive in a fast-paced, dynamic, sometimes ambiguous environment.
• Desire to be challenged on a daily basis and ability to learn new technologies quickly.
• Demonstrable passion for information technology and commitment to life-long learning.

Physical Requirements :

Responsibilities :

Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information, and assisting others with calls.

The hourly range for roles of this nature are $30.00 to $40.00 / hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.

Salary : $30 - $40