Posted: Wednesday, April 12, 2017 11:10 AM
The Technical Support Representative I will work with the Support Team to handle Tier 1 customer technical support issues and to ensure that technical issues are resolved quickly and efficiently. The Technical Support Representative interacts directly with customers, FWI Technical Support team and other departments. This role has significant impact on the customer experience with FWI and can affect customer satisfaction and retention to perform these functions it is critical that the Technical Support Representative I exhibit strong communication skills and the ability to work in a team environment. Our culture and workplace are very important, and we want FWI to be a place where talented, passionate people want to spend time making a difference. To help unify our culture and guiding principles, we have a common set of values that b Apply together. Those values are:Bring your best selfSee itOwn itCrush itBe Gracious The compensation package will be aligned to each candidates experience and qualifications. All applicants must be authorized to work in the United States.Provide technical support to FWI customers. Works with end users to ensure the software and hardware perform correctly. Ability to troubleshoot the customerA?s network, security issues as well as server configurations.Accurately Record all telephone calls, emails, web and intercompany requests for technical support.Track and monitor the technical issue and the steps taken to resolve the issue to ensure a timely resolution.Ability to interface with all levels of users.Work with all departments and Tier levels to learn and understand basic understanding of the FWIA?s software, services and hardware.Foster customer satisfaction through timely follow:up.Learn and understand all aspects for our Kaseya alerts.Work flexible hours, nights and weekends.Pass customer:required background screenings, including but not limited to the Nevada Gaming commission.Other duties as assigned.Education and Experience:Computer Science/Technical degree or equivalent experience1:3 years of technical support or networking/systems management experienceRequired Knowledge, Skills and Abilities:Proven ability to learn new software quickly for the purpose of supporting end users.Demonstrated and quantifiable troubleshooting skillsExcellent communication skills, both written and verbalExperience with ticket management systemsDesired Skills Knowledge, Skills and Abilities:Experience with Windows Operating Systems (experience configuring client systems, understanding of PC hardware to troubleshoot hardware failures remotely, File Management/Folder Structure, Registry Editing, NTFS (file sharing) Permissions, Group Policy)Experience with Networking (troubleshooting network failures, utilizing TCP/IP, ping, IP Addressing, PortsA?FTP, SFTP, DNS, HTTP, HTTPS, Windows File Sharing, Routing, VLANs, Static Routes, Firewall knowledge, VPN Connectivity understandingAbility to resolve technical issues on MacA?s and Microsoft Windows operating systemsExperience with Windows Server 2003/2008 (Administration: Active directory, DNS, DHCP, Server roles)SQL/ MS SQL : Able to Create Users and Databases in SQL Management StudioModerate knowledge of ScriptingExperience with Remote Support toolsA?, , VNC, Dameware, and RDP.Experience with VMWare configuration and usageKnowledge of Spanish language both written and spoken including the meaning and spelling of words, rules of composition, and grammar a plus.
• Location: Denver
• Post ID: 35227663 denver