Under general supervision, in a 24/7 environment, Technical Support Representatives will provide technical and network problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving basic software usage issues, verifying proper hardware and network set up, assisting with navigating around application menus and troubleshooting login issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

Duties and Tasks/Essential Functions:

·        Diagnose and resolve technical hardware and software usage issues involving internet connectivity, VOIP (Adobe Connect, webrtc) and more;

·        Gather end-user's information and determine the issue by evaluating and analyzing the symptoms;

·        Identify and escalate priority issues per issue specifications;

·        Research required information using available resources;

·        Redirect problems to appropriate resource;

·        Stay current with system information, changes and updates;

Skill and Knowledge Qualifications:

·        Proper phone/email etiquette;

·        Ability to speak and write clearly and accurately;

·        Knowledge of relevant software computer applications and equipment;

·        Effective listening skills;

·        Fast learner;

·        Willingness to co-operate with others and work to the greater good;

·        Multi-tasking capabilities;

Competencies:

·        Understand of tcp/ip network setup on Windows/Mac/Linux;

·        Understand of router/load balance mechanism;

·        Evaluate and setup infrastructure monitoring/profiling systems;

·        Know-how of the common tools for trouble shooting tcp/udp;

·        Know-how of the common tools for trouble shooting http/dns;

·        Know-how of the common tools for trouble shooting web applications;

·        Be able to use scripts to automate tasks when required;

·        Past support experience on adobe connect (or VOIP system) is an add;