Job Description

Russell Tobin and Associates is currently hiring an HELP DESK SUPPORT for our Fortune 500 Client in PITTSFORD, NY. Apply today for consideration!

Title:  Help Desk Support Location: Pittsford, NY Pay rate: $25 /hour  Duration: 6 Months

JOB DESCRIPTION:

If you thrive in a fast-paced environment and are looking for an opportunity to build your technical skills, join us as a Technical Support Specialist and provide technical support via telephone and email to LenelS2 customers. The purpose of this role is to provide an excellent customer experience while resolving technical issues for Value-Added Resellers and customers.

Additional Job Details:    Essential Job Functions: • Answer incoming phone calls, emails, and other inquiries into the LenelS2 Technical Support Center. • Identify and thoroughly document problem summary and description as described by the customer as well as record the call details in ticketing system following the documented processes. This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation. • Utilize internal tools such as: SalesLogix, Knowledge Base, Workday, Salesforce, Rally, SharePoint, Google, etc. to research problems for known and existing solutions. • Follow documented processes to ensure callers are certified as outlined in the Value Added Reseller (VAR) certification program and have current qualified support agreements in place. • Assist with testing on new/existing products. • Continually utilize the TSG wall board to assess daily performance. • Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels. • Perform all other duties as assigned • Will be on shift rotation including 24x7 support on a needed basis, compensation provided Skill Training: LenelS2 provides complete certification training to assist in supporting our range of security products. We also offer ongoing training and recertification on our software to keep you on the cuting edge of knowledge and skill. Education Requirements • High School Diploma/GED minimum with a minimum 4 years of related experience • Associates degree in Computer Science, IT, or electronics (preferred) • Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred) Technical Qualifications • 2 years’ minimum experience in customer service and/or technical help desk • Experience working with currently supported operating systems, including the latest commercially supported Microsoft Operating systems • Understanding of basic AC and DC circuitry and electronics • Comprehensive understanding of current network topologies and protocols • Entry-level knowledge of SQL database engines required; advanced knowledge preferred • Experience in Access Control, Video, Intrusion, and related technologies a plus • Advanced knowledge of digital and analog video platforms • Understanding of network packet analysis software such as Wireshark Other Qualifications • Excellent listening, verbal, and written communication skills • Excellent interpersonal skills, ability to work well with customers, peers, management, and other departments • Must have the ability to multitask and work independently • Must be detailed oriented to effectively resolve technical customer issues • Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills • Ability to meet tight deadlines and adapt to change