Technical Support Engineer at Instant InfoSystems

Mission of the RoleTechnical Support Respond to customer's telephone, email and voice mail inquiries concerning support request.Resolve hardware and software problems with our supported product line.Accurately records incident descriptions, communications and resolution in our system.Diagnose problems through research, replication, and testing.Escalate or consult with senior help desk engineers, both internally and externally.Manage assigned ticket queueAbility to coordinate resources to fulfill needs of customersPrevent problems from escalating by understanding customer needs and fulfilling themContinue to stay current on current technology in the industry and our product line.Perform assigned duties as requested by Manager.Consistently deliver high-quality services to our clients. Professional Qualities Teamwork Reinforces team approach throughout development efforts. Supports and solicits input from team members at all levels within the organization. Position RequirementsBachelor’s degree in Information Technology or Computer Science.2 or more years’ experience in an IT Field.2 years’ experience with FOIP and diagnostic tools.2 years’ knowledge or experience with Retarus, RightFax, Biscom, FaxCore and/or XMedius Fax Products.2 years’ experience with the Fax or Cloud Fax products preferred. Previous help desk or support center experience.Excellent written and verbal communication.Strong interpersonal skills including negotiation, conflict management, and customer relationship building skills.Excellent knowledge of Windows Server and Workstation.Excellent knowledge of Windows networking (DNS, DHCP, and TCP/IP).Strong knowledge of Windows Active Directory.Some knowledge of Exchange.Self-starter, highly motivated, enthusiastic and energetic.Results oriented, well organized and team player.High degree of integrity.Creative problem solver, good listener and quick learner. Organizational ResponsibilitiesRespond to customer’s telephone and email inquiries concerning support request.Resolve hardware and software problems with our supported product line.Accurately record incident descriptions, communications and resolution in our help desk software.Diagnose problems through research, replication, and testing.Escalate or consult with senior help desk engineers, both internally and externally.Function as a technical resource on internal technical projects.Continue to stay current on current technology in the industry and our product line.·      Perform assigned duties as requested by Manager.