Level II Technical Support Representative
Skills Required
Windows operating system/network knowledge, setup and configuration of MS SQL 2000 & 2005 and MS Exchange 2003 & 2007, great problem solving skills, excellent written and oral communication skills, strong customer service experience, ability to prioritize, self motivated, manage time effectively.
Job Description
Intronis is currently seeking a Level II Technical Support Representative with knowledge of MS Windows networking, MS Exchange and MS SQL servers. This person’s primary responsibilities will be responding to technical support requests that get escalated from Level I support via both telephone and email. This person must be proficient in time management in order to balance multiple requests and continually exceed customer expectations. Lastly, this individual must be comfortable taking ownership of the entire support process from initial contact through final resolution. Intronis prides itself on our high level of customer satisfaction. We look forward to this new addition to our team meeting and exceeding the outstanding service that our customers have come to expect.
What you'll be doing
- Develop an in depth knowledge of our eSureIT backup software.
- Providing phone and email support to existing customers.
- Be able to work through complex technical problems involving Exchange and/or SQL server.
- Documenting all support requests.
- Work with Level I support staff to ensure issues are escalated properly.
- Work closely with the development team to help resolve customer issues and improve software.
- Perform other duties as assigned.
- Work schedule will be Tues-Sat or Sun-Thurs.
- Ability to manage time effectively, multi task & prioritize.
- Can work both within a team and independently as projects dictate.
- Making our customers happy.
What you must have to qualify
- Windows operating system/networking knowledge – be familiar with all versions of MS Windows from 98SE through 2003 Server.
- Working knowledge of setup and configuration of Exchange 2000, 2003 and 2007.
- Working knowledge of setup and configuration of MS SQL 2000 & 2005.
- Linux knowledge a plus.
- Great problem solving skills – a large portion of your responsibilities will be to resolve complex customer problems. You must have the ability to analyze a problem and take ownership of the resolution process and then document that resolution.
- Excellent written and oral communication skills – you must feel comfortable interacting with customers via phone and email and sharing ideas with the rest of the staff.
- Previous customer service experience required.
- Go the extra mile - Intronis is a rapidly growing company that expects all staff to contribute their best. You will have the opportunity to work with our founders and outstanding performance will not go unnoticed.
What's in it for you
- Great compensation package
- Comprehensive benefits
- Tremendous Growth Potential!
- Fun and exciting work environment
- All the Coffee and Soda you can drink
If you are interested in working with us, please send a cover letter and your resume to jobs@intronis.com.
Must be authorized to work in the United States on a full-time basis for any employer.
