Our client is seeking a Technical Support Engineer, Level 2 contractor to be part of their Technical Assistance Center (TAC) team.
In this role you will provide technical support to handheld network tools and wireless end-user customers via phone and email.
If someone speaks additional languages such as German, French, or Spanish that will make them a top candidate!
Excellent call-center and professional, customer communication skills are essential along with experience entering detailed data into a call ticketing system. The successful candidate will have knowledge of WLAN planning/networking, LAN, WAN and/or IT troubleshooting and be able to provide timely solutions to customers in a professional manner. Candidates will have the ability to follow and guide customers through knowledge base instructions while using critical thinking for their own troubleshooting and root cause analysis. Good writing skills are required to update support cases and communicate with customers and internal team.
Primary Responsibilities:
• Offer world-class technical support to global customers and partners
• Provide registration and software installation support, software and hardware configuration, product troubleshooting, repair processing and best practices
• Manage support cases to ensure issues are clearly recorded, ongoing communications are well-documented, follow-ups and resolutions are completed in a timely manner
• Present detailed customer information, product, and fault documentation to escalation team for rapid case resolution
• Interact with Orders, Sales, Operations, and other teams for issue resolutions
• Exercise judgment within defined procedures to determine appropriate action
Qualifications:
• 4+ years of technical support experience
• Background in the wired, wireless or IT field, which could include a data center or deploying, configuring, supporting, troubleshooting, debugging or administering LAN, WLAN, IT products
• Solid understanding of wired networking technologies and hands on experience with Layer 2/Layer 3 wired networking
• Hands on experience troubleshooting enterprise WLANs and understanding of 802.11a/b/g/n/ac/ax wireless LANs to support AirMagnet software
• Experience with Windows 8/10, driver installation, remote support software installation/ configuration/troubleshooting
• Exposure to handheld network test equipment
• Exceptional customer interaction skills and ability to handle critical customer issues/problems
• Android troubleshooting experience a plus
• Strong analytical and troubleshooting skills
• Excellent verbal, written and interpersonal communication skills
• Calm, positive attitude with proven ability to work effectively with team members
• Associate degree (Bachelor's preferred) in information technology, networking or related technical field
• Network+ certification preferred. CWTS Certifications a plus.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.