Provides a highly skilled and advanced level of Technical Expertise via telephone and/or remote network connectivity to Field Technicians and Subcontractors on extremely difficult, time consuming, and chronic issues in a 24x7 environment.* Expertise on highly complex devices such as network routers, switches, concentrators, hubs, wireless access points, fiber optics, virtualization, VoIP, video surveillance equipment, servers, and storage arrays.* Equipment supported from a variety of manufacturers with numerous operating systems including Cisco, Dell, HP, IBM, and Lenovo with many different versions of Microsoft Server operating systems and Virtual Server configurations.* Remote troubleshooting and configuration of many types of complex equipment via Citrix, various VPN connectivity types, RDP, and etc.* Command level programming expertise for
configuring and troubleshooting highly complex network devices such as vlans, switches, hubs, routers, and etc.* Command level knowledge for operating systems such as CMD, registry editor, scripting, and etc.* Support for multiple manufacturers and variations of desktop/laptop equipment used in many different configurations and environments.* Support for multiple types of network reimage techniques such as PXE and SCCM.* Expertise on high end Multifunction Devices including Lexmark, HP, Xerox and etc.* Verification of new equipment configurations and software upgrade testing capabilities.* Quality problem management, task prioritization, ticket management, escalation, follow up, and thorough documentation of all activities.* Highly effective communication both verbally and in writing with both Technical and Non-Technical clients.* Resilient, analytical thinking, multi-tasking skills, superb listening skills, technical writing skills, detail and results oriented, flexible schedule,
and a high level of self-motivation all with a sense of urgency to obtain the very highest level of success.
5+ years of experience with major retail accounts servicing NCR and IBM POS systems; Dell, HP, IBM Servers and Workstations; Lexmark, Zebra,*HP, and Xerox*Printers; Cash and Coin Counters; Audio and
Video equipment; Video Surveillance Systems; Network Switches, Routers, and Access Points; and other related equipment. *Industry standard certs such as A+, Dell, Lexmark, HP, Network+,*Server+, Xerox, Apple*and similar are strongly preferred.*Previous phone/remote Technical Support experience and remote connectivity work is a plus.* Must be able to setup a Virtual Office at home to perform daily job functions.