LIVE Desk

LIVE Desk – I

Summary:

Provides client support via incoming phone calls, emails, and ticket queues, in a service center environment.
Responsible for managing and maintaining ERGOS’ clients’ technical infrastructure by providing consistent and quality customer service by adhering to ERGOS’ policies and methodologies.
Handles support calls including but not limited to: email flow, firewall, mobile device, Internet outages, and remote access problems.

Responsibilities:

Provide clients with assistance solving computer related problems, such as malfunctions and application problems.
Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.
Determine computer software or hardware needed to fulfill client needs.
Coordinate with external vendors to provide timely service and issue remediation
Monitor system performance and provide security measures, troubleshooting and maintenance as needed.
Assist users to diagnose and solve technical problems.
Setup user accounts, regulating and monitoring file access to ensure confidentiality and proper use.
Maintain the peripherals, such as printers, that are connected to the network.

Technical Qualifications:

Other Qualifications:

Bachelor’s degree and/or 2+ years related experience
Excellent customer service skills
Strong multi-tasking and organizational skills
Professional appearance and interpersonal skills, as well as the ability to interact in a variety of situations to include, customer service, orientations, training and networking
Above average documentation skills. Client issues should be well documented from first receipt through resolution and follow up.
Strong communication skills

Responsibilities:

All pertaining to LIVE Desk – I
Perform complex repairs to software or peripheral equipment configurations, following design or installation specifications.
Minor training of users in the proper use of software or hardware
Assist Tier I from a technical level and take technical escalations from Tier 1 when needed.

Technical Qualifications:

All qualifications of LIVE Desk – I
Exchange 2003, 2007, and 2010
DNS
Familiarity with Firewalls – Including but not limited to SonicWall and/or Cisco
Familiarity with Routers – Including but not limited to Cisco and/or Adtran
Familiarity with Switches – Including but not limited to Cisco, HP, and/or Dell
Backup hardware and software
VPN (IPSEC and/or SSL)

Other Qualifications:

Bachelor’s degree and/or 3+ years related experience
Excellent customer service skills
Strong multi-tasking and organizational skills
Professional appearance and interpersonal skills, as well as the ability to interact in a variety of situations to include, customer service, orientations, training and networking
Above average documentation skills. Client issues should be well documented from first receipt through resolution and follow up.
Strong communication skills
Certifications (Microsoft, Sonicwall, Cisco, etc) a PLUS

Responsibilities:

All pertaining to LIVE Desk – II
Minor training of users in the proper use of software or hardware
Assist Tier II from a technical level and take technical escalations from Tier II when needed.
Help in training/coaching Tier I and II consultants
Communicate and work with field consultants remotely to help diagnose and resolve technical issues

Technical Qualifications:

All which are listed for LIVE Desk – II
High level technical understanding of DNS and Internet WAN Technologies
Advanced/Expert level with Cisco Firewalls (SonicWall a PLUS)
Advanced/Expert level with Cisco/Adtran Routers
Advanced/Expert level with Cisco/HP Switches
Read, interpret, and create network diagrams
Complex VPN design and configuration
VoIP and QoS configuration and troubleshooting a PLUS
Virtualization (Citrix, VMWare, etc)
SAN Technologies
Wireshark or other packet capturing software to analyze data to resolve complex connectivity issues.

Other Qualifications:

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