First Line Network Support Specialist

Job Description

• Front-line technical support:
• Answer inbound calls to support department
• Respond to incoming e-mails
• Triage and escalate prioritize support tickets and calls.
• Identify issues defined by clients
• Identify, research, diagnose, and resolve client issues, striving for first-call resolution whenever possible
• Accurately and thoroughly log client issues and follow up on any unresolved issues to Help to identify issues with Dockmaster Software Products and provide detailed information on any reported issues to management
• Keep abreast of Dockmaster Software Products features and functionality, including product enhancements and installation procedures
• Keep abreast of Dockmaster Software Services and be able to effectively communicate with clients about these services
• Help identify any potential current client sales through product enhancements and training opportunities
• Attend all required detraining meetings and trainings
• Participate in off-hours on-call rotation, approximately once per month

Job Requirements

Technical Skills Required:

• SQL
• Network
• Active Directory
• SMTP
• Microsoft Server

Qualifications

• Strong Customer service
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Troubleshooting basic Windows PC, Printer, and Hardware issues
• Basic understanding of networking and hardware
• Basic understanding of server web server and sites
• Team player
• Ability to pick up new concepts easily with initiative self-motivated self-motivate
• Ability to multi-task effectively
• Assertive and able to resolve client issues with tact and diplomacy