Are Times

Please submit all resumes by 11:00 PM on 7/21/2011.

Complete Description:
Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work independently and as a team member. The candidates must possess at least one (1) of the following certifications: MCP or Mac 10.X and will be required to obtain the other certification within 12 months.In addition, this candidate may be required to work day, evening, holidays and weekend shifts in a 24x7 work environment. The preferred candidate will be subject to written and scenario based testing in both Microsoft and Mac proficiencies.

Behavior Characteristics:
Must be composed in the face of client distress and hostility.

Skill

Required / Desired

Amount of Experience

Expertise Rating

Call Center Operations experience Tier 1 phone support

Required

2  Years

2 - Proficient

Remedy Call Tracking System or equivalent

Required

1  Years

2 - Proficient

LANDesk Remote Control or equivalent Remote Control software

Required

1  Years

2 - Proficient

AVAYA ACD Call Routing System or equivalent

Required

1  Years

2 - Proficient

MS Office 2003 and 2007 product suite support, troubleshooting, etc.

Required

18  Months

2 - Proficient

Microsoft's XP operating system, basic configuring and troubleshooting

Required

2  Years

2 - Proficient

Basic hardware/Printer/Application support, installation & troubleshooting

Required

18  Months

2 - Proficient

Mac OS X in a support role

Required

1  Years

2 - Proficient

Mac for Office and/or iWorks

Required

1  Years

2 - Proficient

Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.

Required

1  Years

2 - Proficient

Parallels/Boot Camp/Fusion or other VM software

Highly desired

1  Years

Help Desk or other related IT support experience

Required

2  Years

2 - Proficient

Customer Service skills

Required

2  Years

2 - Proficient

Basic troubleshooting skills for XP and Mac environment

Required

1  Years

2 - Proficient

MCP or Mac 10.X Certification

Required

0 

Question 1:
Does your resume validate the years of experience listed in Required/Desired Skill Section? Please ensure that any requested certifications are clearly marked on the resume, including CERTIFICATION NUMBER, DATE ACHIEVED and EXPIRATION DATE.

Question 2:
Must be willing to work, assigned shifts in a 24x7 environment. One shift is a night shift, 2pm to 11pm must be able to complete daytime training (first 2 to 3 weeks) and then be able to work 2pm to 11pm Monday thru Friday. Must be able to obtain other certification within 12 months of hire date.

Question 3:
All candidates interviewed are required to take & pass technical exam. Pls acknowledge.

Question 4:
There are no reimbursable expenses - please acknowledge.

Question 5:
Candidate must possess either a MCP or Mac 10.X Certification at the time of engagement. If the candidate only holds one of the two certifications, they must obtain the 2nd certification within 12 months of engagement on the assignment. Please acknowledge.