Technical Customer Support - Tier II
Austin, TX

Job Description

Position Profile:

Technical Customer Support Rep II (TCS II) provides remote technical support to our clients. The TCS II position plays a direct role in the overall service level of our company. TCS II's handle 90% of the technical issues submitted. This requires a strong technical skillset, great customer service skills, and the desire to continue to expand one's knowledge of technology. These skills will be used in a fast-paced, fun, team oriented, and customer service minded environment. TCS II's will not only have strong technical skills but also excellent customer service, teamwork, communication, and troubleshooting skills.

Job Duties and Responsibilities:

* Providing advanced level support of mindSHIFT products and services with more complex troubleshooting for workstation, server and network related issues, including but not limited to: Operating system functionality, Software installation and troubleshooting, VoIP configuration and support email configuration and support, Mobile Device Management, Disaster Recovery, Malware/virus detection and removal.
* Perform systems administration for Windows Servers, Exchange servers and Desktop operating systems across multiple customers.
* Monitor and troubleshoot client backups.
* Workstation and peripheral diagnostics and support
* Escalate customer issues through the proper channels.
* Manage cases according to defined severities and case priorities
* Maintain client security levels and confidentiality of information.
* Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
* Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption.
* Maintain CRM support documentation for assigned clients by updating admin passwords, software support and installation, network equipment changes, server changes and the like, whenever possible and not done by project engineers and customer engineers on site at client.
* Update assigned clients' CRM Account Alerts for quick support information utilized by entire mindSHIFT Customer Care team members to support our clients.
* Provide technical guidance to Tier I Technicians by assisting with customer issues or providing formal or informal training.
* Update cases and communicate with clients on a daily basis or as required until issue is closed.
* Be held accountable for measurable objectives including case touches, case closures, time to resolve among others.
* Provide post-mortem reviews of customer cases or issues as required.
* Take customer calls when appropriate metrics are exceeded.
* Cultivate close working relationship with assigned clients' Point of Contacts and User Base; attend regular calls with customers to review issues.
* Attend ongoing training sessions in core areas of the business.

Qualifications (Education, Experience, and Certifications):

* Microsoft Certification (MCSA/MOS) and Network+ Certification preferred but not required
* Bachelor's degree (BA/BS) from an accredited 4-year school is a plus
* Minimum of 3 years of experience working on a technical helpdesk or equivalent Network administration role in supporting large customer base of over 150 users
* Minimum of 3 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
* Experience with Microsoft Exchange from Mailbox creation and permissions to Server troubleshooting
* Experience with firewalls, such as Cisco, Juniper, Sonicwall and Watchguard
* Experience with VMWare ESX hosts and vSphere Client for administration
* Experience with remote solutions, such as Citrix, Terminal Server and VPN
* Experience with Cisco and Broadsoft VOIP
* Experience with Apple Hardware and MAC OS X
* Experience with enterprise mobile devices

Knowledge, Skills and abilities:

* Highly customer focused with ability to provide consistently excellent customer service and professionalism
* Excellent written and verbal communication skills
* Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
* Must be dependable and able to work both individually and in a team environment.
* Must possess strong sense of ownership of client relationships.
* Positively represent the company to clients and provide empathetic and friendly customer service at all times.
* Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server).
* Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication
* Possesses ability to work in fast paced and challenging environment troubleshooting.
* Possesses excellent time management and organizational skills to manage case load of old and new cases in Tier II engineers' individual case queue.
* Ability to quickly and accurately analyze root cause and solution for client reported workstation, server or network related issues within several minutes to couple hours.
* Ability to learn new technologies quickly and retain information from our many different client network infrastructures, software solutions and remote connectivity ranging from Citrix and Terminal Servers to firewall VPN client solutions.
* Must be able to act and display a sense of urgency as appropriate.
* Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
* Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
* Navigation of common mobile device platforms (iOS, BlackBerry, etc).

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.