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Technical Support Representative - Level 1 (7 Month contract) - 7857

Company Name:
UpStream Global Services
We have an immediate contract opportunity for a Technical Support Representative, with one of our F500 clients in Boca Raton, FL
Responsibilities:
Purpose:
To provide daily efficient, effective, and cordial technical support to authorize customers in resolving hardware, software, or product operation problems. Assume responsibility for assigned product support projects following processes and procedures to support initiatives.
Qualifications:
o High school diploma or equivalent. College (AS or BS) degree in technical field preferred
o Two (2) years of experience in a technical support help desk or technical call center environment
o Experience with technical troubleshooting remotely and data entry in a fast-paced environment
o Solid knowledge of computer networks and hardware connectivity
o Excellent analytical skills
o Knowledge of MS office products
o Bi-lingual Spanish/English
o Good communication skills, both oral and written
o Advanced typing skills
Responsibilities:
o Provide remote diagnostic and technical support for National Account Retail customers and internal Installation and Service Technicians
o Run reports to analyze equipment functionality
o Enter, update, and close tickets for service into Remedy, FSMS, and customer databases. (Document the status of the equipment.)
o Based on knowledge of networks and IP-based devices, determine root cause of equipment failure (network, software, hardware, electrical issue, etc.) and run remote diagnostic scripts via Telnet into IP-based device on the customer network
o To adhere to short response-time requirements, contact individual technicians on call, advise technician as to the location, problem and potential resolution
o Provide phone support to technicians during repair call process
o Explain physical layout and functionality of hardware to guide the technician through the repair of such equipment
o Escalate extensive technical problems to the project team as needed

For immediate consideration please contact:

Lisa
UpStream Global Services

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