Technical Support Engineer Job in Raleigh 27605, North Carolina US
The Technical Support Engineer
Responsible for providing a proficient level technical assistance for employees and affiliates. This position will provide technical assistance and trouble investigation/resolution for the installed base of products.
Primary Responsibilities
*Incorporate quality and continuous improvement as part of overall job performance; adhering to policies and procedures
*Provide level I II technical troubleshooting and problem resolution for US TAC team
*Investigate and isolate hardware and software problems
*Interface with customers and peers to collect information needed to troubleshoot and resolve problems
*Establish and maintain proficient knowledge of all products with successful completion of technical training classes
*Use the US Service Management system to issue support cases, track status and capture correspondence
*Provide input for documents and processes to communicate procedures to improve support efforts
*Establish and maintain good knowledge of networking, wireless networking, and client and server operating systems
Travel time will often be in excess of 30% during a given month
Other duties as assigned
Minimum Requirements
Education:
Associates degree or 6 years working experience with IT, telecom or wireless technology
Level I through II Technical Support Engineers must successfully complete:
IP-DECT Basic
IP-DECT Advanced
UNITE Basic
UNITE Advanced
FreeNET Basic
FreeNET Advanced
Skills:
802.11
Microsoft Server and Desktop operating systems
TCP/IP Networking
Wireless Networking
Microsoft Office products
Troubleshooting
Telecommunications administration
IT and TCP/IP administration
Verbal communications (Speaks fluent English presents well)
Written communications (able to efficiently compose formal communication documents)
PC Skills (Microsoft office)
Customer friendly
Strong social presence with team interaction
Problem solving
Experience:
5 years of experience with server hardware and Microsoft Windows Server operating systems
3 years experience with telecommunications, IT and 802.11
2 years experience with Desktop Operating systems
2 years experience with basic IP routing
