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Provide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environment
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Provide rapid response via phone, electronically, remote session and/or in person
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Troubleshoot time sensitive calls, resolve technical hardware and software issues
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Software and hardware installations/repairs
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Research questions using available information resources
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Follow escalation protocols/procedures to appropriate tiers
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Identify and mitigate risks
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Log Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve.
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Prepare/generate activity and management status reports and maintain documentation
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Stay current with system information, changes and updates
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Cabling/connectivity, LAN, paging/cell phones telecom support
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Network/system monitoring (NOC) triage, escalate, updates accordingly;
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Wireless support (connectivity, set up, troubleshooting)
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Performs production system tasks and manages offsite backup rotation inventory
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Actively participate as a member of Client Services support team
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Perform light lifting 25 lbs as required
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Perform other duties, as required
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Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required
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Extensive current related experience supporting Apple products such as MAC, iPAds and iPhones
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College/University or industry professional designation in a related technical field;
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Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
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Able to work independently and efficiently to meet deadlines
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Self-motivated, detail-oriented and organized
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Excellent people skills and time management skills
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Comfortable in a patient care setting
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Excellent knowledge of Windows-based technical support environment
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Good understanding of TCP/IP network architecture
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Excellent knowledge of Microsoft Office 2003 and 2010
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Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)
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CompTIA A+ and CompTIA Network + certifications