Technical Support Specialist
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As a Technical Support Specialist (TSS) your focus is to provide technical support for Appspace customers, covering a variety of software and network related issues for Windows Server and Linux based digital media and data delivery.
Candidates must possess the ability to document and manage multiple work streams with minimal supervision and prioritize activities in a fast paced, dynamic environment. Ideal candidate must have the ability to communicate effectively to a diverse client base.
Provide client support for technical issue resolution via email, phone and remote access clients
Ask appropriate fact finding questions to clearly identify and understand the client’s issue and isolate potential root causes
Configure equipment to resolve connectivity issues and network related challenges including firewalls, ports, TCP/IP settings and complex security issues
Serve as the client’s subject matter expert for all technical questions or issues raised regarding their digital media software
Identify and correct or advise, on operational issues in client end points or devices including retrieval and evaluation of error logs
Document all customer interactions using company CRM (Salesforce) and related tools
Problem solve and deal with a number of variables in real time situations
Experience, skills, and education
Knowledge of networking including LAN/WAN monitoring, TCP/IP configuration, traffic types, understanding DHCP and DNS services/servers, proxy servers, firewalls and VPN
Strong organizational skills, able to document and prioritize effectively to manage workloads
Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure
Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, Brightsign and other digital media devices (LG, Dell, Samsung, MediaVue) a plus
Experience with Windows Server 2008/2012 and UNIX/Linux a plus
Proficiency in Microsoft Outlook, Excel and PowerPoint and Adobe Acrobat
Excellent written and verbal communication
Prior experience in a technical support capacity (Support Engineer, etc.) and/or computer software/hardware/networking environment or industry preferred
Bachelors degree or equivalent/related work experience (2-5 years)