Job Details
Essential Duties and Responsibilities include the following (Other duties may be assigned):* Demonstrates commitment to core values by leading, acting, and behaving in a manner consistent with these values.* Maintain a high standard of customer satisfaction while following Equus policies, procedures, and warranties.* Research, resolve, and respond to various customer inquiries received via telephone, e-mail, and voicemail in a timely and accurate manner.* Use troubleshooting techniques and/or remote access to identify technical issues, investigate root causes, and resolve customer hardware and/or software issues.* Maintain working knowledge of company's products, applications, and services.* Create internal case, RMA, and service request transactions to ensure timely support of customers' hardware technical issues and Equus warranty SLA's.* Document daily tasks in our computer tracking system and assist in documenting resolutions to maintain internal knowledge base.* Document trouble-shooting procedures, status, and resolutions for all contacts.In addition to all Support Specialist duties and responsibilities, the overnight position will also require additional focus on:* Scheduling of field service work with international customers* Coordination of material and labor shipments and scheduling to ensure customers receive prompt attention to their service requirements* Working overnight repair escalations from field engineers to resolution* Communicating and advising customers (both external and internal) of all aspects of repairs, and enforcing company's policies and proceduresEssential Education, Skills and Experience:* AA or other 2-year technical degree in related discipline and 3+ years' experience in a technical support environment with direct customer contact and prior experience building, upgrading, and troubleshooting systems; or equivalent combination of education and experience required.* Additional technician certification such as, A+, Network +, Security + and MCSE preferred.* Thorough knowledge about hardware, software, network and server related issues and basic key boarding skills required. Familiarity with Windows operating systems required.* Requires attention to detail, clear and concise communication skills, and exceptional follow-through abilities to ensure that others are kept informed about developments, progress, problems and plans through consistent, effective communication.* Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage concurrent customer issues to successful completion.* Detailed troubleshooting, customer service, organization, and communication skills are essential.* An ability to perform a variety of tasks under pressure, often changing assignments on short notice is required. Also required is an ability to handle customers with tact and patience.* Server hardware, software, and RAID configuration knowledge is required.* Windows server administration and support is a requirement. Linux server administration and support and VMWare familiarity are highly desirable.* Requires flexible schedule for possible shift changes and after-hours, weekend, and holiday on-call support. Standard Hours 9pm - 5:30am Central Time, Sunday night- Friday morning.