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    Technical Support Technician - Orlando, United States - TEKsystems

    TEKsystems
    TEKsystems Orlando, United States

    5 days ago

    Default job background
    Description

    Job Description

    Job Description

    Job Description

    A technician should expect to handle 15+ tickets per day. The interaction with the business customer (enterprise, commercial, executive business client. Spending a premium amount on the services) will be anywhere from 10-15 min on average. The technician will spend time researching, analyzing, and troubleshooting the cause of the network issue.

    If tech is unable to resolve the issue he or she will escalate the ticket to the appropriate team which can be multiple teams:
    NOC, Network Administration, Engineering, Field Operations, etc.


    Top Skills' Details


    Top Skills:
    1.) Experience working in a Contact Center, Technical Support role – Customer Focused

    • Troubleshooting: Remote/Phone Support
    • If candidate has more of field experience but has a true passion for moving into a networking role and has great people skills he or she could be a good fit
    2.) Customer Service, Documenting (ticket tracking/creation)

    • Escalate issues to the correct group.
    • Ability to think outside the box, solution oriented.
    • Former Military background is a plus
    • Someone with a Network +, or CCNA is highly recommended.
    • Primarily a cisco environment but someone who has juniper experience/background is a great nice to have.
    • The hiring manger looks for those that are looking to expand their knowledge. The manager is also open to someone who may be more junior professionally but has an active certification and/or can answer technical troubleshooting questions. (screening questions below)
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