Network Support Analyst - Client Services - Regular full-time 2024-7204

Summary of Duties

• Provide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environment

• Provide rapid response via phone, electronically, remote session and/or in person

• Troubleshoot time sensitive calls, resolve technical hardware and software issues

• Software and hardware installations/repairs

• Research questions using available information resources

• Follow escalation protocols/procedures to appropriate tiers

• Identify and mitigate risks

• Log Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve.

• Prepare/generate activity and management status reports and maintain documentation

• Stay current with system information, changes and updates

• Cabling/connectivity, LAN, paging/cell phones telecom support

• Network/system monitoring (NOC) triage, escalate, updates accordingly;

• Wireless support (connectivity, set up, troubleshooting)

• Performs production system tasks and manages offsite backup rotation inventory

• Actively participate as a member of Client Services support team

• Perform light lifting 25 lbs as required

• Perform other duties, as required

Qualifications/Skills

• Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required

• Extensive current related experience supporting Apple products such as MAC, iPAds and iPhones

• College/University or industry professional designation in a related technical field;

• Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing

• Able to work independently and efficiently to meet deadlines

• Self-motivated, detail-oriented and organized

• Excellent people skills and time management skills

• Comfortable in a patient care setting

• Excellent knowledge of Windows-based technical support environment

• Good understanding of TCP/IP network architecture

• Excellent knowledge of Microsoft Office 2003 and 2010

• Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)

• CompTIA A+ and CompTIA Network + certifications