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Customer Support Specialist
Level of Experience:
Our client is a leading global provider of conferencing and collaboration products is seeking a Customer Support Specialist for its Technical Assistance Center, located in Midtown Manhattan, NY.
Respond to customer trouble reports
Coordinate and operate a trouble ticket system designed to identify customer service issues;
Provide remote diagnostics and take corrective action.
Track repeat problems and provide feedback (reports) to the Technical Service Manager and Product Manager.
Identify recurring problems that may require design changes and develop test plan to produce a resolution;
Troubleshooting protocols for all equipment and other vendors’ products.
Experience, Education and Skills Requirements
Bachelor' s degree or equivalent experience in relevant IP networking, conferencing and collaboration technologies.
5-7+ years in a technical support environment for IT Vendor, Network Services Provider, VAR or Systems Integrator.
Ability to guide caller through troubleshooting protocol, using common, easily understood, terms;
Ability to troubleshoot, configure and maintain network devices (access routers, firewalls)
Technical knowledge of IP Networking, including routing protocols and VoIP, SIP, H.323, videoconferencing applications.
Hands-on knowledge of operating systems (Windows, Linux) and virtualization (vmWare)
Knowledge of audioconferencing, videoconferencing and collaboration technologies very helpful.
Direct experience with Lync / SKYPE for Business a differentiator.
Cisco certifications (CCNA, CCDA, etc.) helpful
Microsoft Certified System Engineer (MCSE) helpful
This is a full-time, direct-hire role.
NOT a contract.
No relocations supported
No visa/ H1b sponsorship offered
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