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Jr. Technical Support Specialist |
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The Junior Technical Support Specialist is designated as the first level of contact for all customers and resellers contacting 8e6 Technologies for technical support assistance. This individual will manage all 1st level support issues, document all incoming cases, and escalate issues to the next level of support when appropriate. Support will primarily focus on Linux based servers, but may include Microsoft 2k/2003/XP servers and workstations.
Responsibilities:
- Troubleshooting problems on the product through the existing product GUI.
- Troubleshooting and problem resolution for end users.
- Analyzing and recommending solutions to problems.
- Loading and configuration of software and patches.
- Logging each incoming customer support case that may come in through email, phone call or web portal.
- Being able to follow strict guidelines when diagnosing and recommending solutions.
Qualifications:
- 1-2 years experience in UNIX/LINUX system admin.
- Strong background in customer service.
- Ability to collaborate with various technical groups to provide project analysis and support.
- Ability to work as a part of a team is essential.
- Must be very detail and accuracy oriented.
- Good written and oral presentation skills.
- Ability to handle a high volume of calls and emails and respond in a timely manner.
- The willingness to work a problem from start to finish with attention to detail.
Strongly desired: - BSCS or equivalent.
- VPNs, RAS and Radius experience.
- Knowledge of UNIX shell, SQL, Perl, HTML.
- Microsoft Windows 2000/2003 server and workstation plus Windows XP.
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