Network Support Analyst - Client Services - Regular Full-Time
Network Support Analyst - Client Services - Regular Full-Time
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Job Description
Work Hours:Mon/Tue 10am 6pm; Fri/Sat 11pm 11am.
Summary of Duties
Provide technical & user support (Level 1 & 2) IS/IT Support 24 hr Call Centre environment
Provide rapid response via phone electronically remote session and/or in person
Troubleshoot time sensitive calls resolve technical hardware and software issues
Software and hardware installations/repairs
Research questions using available information resources
Follow escalation protocols/procedures to appropriate tiers
Identify and mitigate risks
Log Support calls using Call Centre tracking system monitor route escalate close/resolve.
Prepare/generate activity and management status reports and maintain documentation
Stay current with system information changes and updates
Cabling/connectivity LAN paging/cell phones telecom support
Network/system monitoring (NOC) triage escalate updates accordingly;
Wireless support (connectivity set up troubleshooting)
Performs production system tasks and manages offsite backup rotation inventory
Actively participate as a member of Client Services support team
Perform light lifting 25 lbs as required
Perform other duties as required
Qualifications/Skills
Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required
Extensive current related experience supporting Apple products such as MAC iPAds and iPhones
College/University or industry professional designation in a related technical field;
Demonstrated mastery of the technologies behind PCs IP networking videoconferencing
Able to work independently and efficiently to meet deadlines
Self-motivated detail-oriented and organized
Excellent people skills and time management skills
Comfortable in a patient care setting
Excellent knowledge of Windows-based technical support environment
Good understanding of TCP/IP network architecture
Excellent knowledge of Microsoft Office 2003 and 2010
Excellent knowledge of iOS and Apple certified (OS X ACMT or ACSP)
CompTIA A and CompTIA Network certifications
Required Experience:
IC
Employment Type
Full-Time
