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:

  • MS Office (Word/Excel/Powerpoint), Outlook
  • Internet Explorer and Web Based add-ons (ActiveX, Java client)
  • TCP/IP Connectivity
  • DHCP
  • Active Directory
  • Client/Server application interaction
  • Basic web systems
  • Microsoft Server 2003, 2008, SBS 2003, 2008, 2011
  • Terminal Services

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

To Apply

LIVE Desk – II

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

To Apply

LIVE Desk – III

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:

  • All which are listed for LIVE Desk – II
  • Bachelor’s degree and/or 5+ years related experience
  • Certifications (Microsoft, Sonicwall, Cisco, etc)

To Apply

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