Customer Support Engineer

Description:

 

Niksun Inc uses next generation technology that revolutionizes the way networks and services are secured, protected and managed. We are looking for a Customer Support Engineer with excellent technical, organizational and communication skills. The candidate will be responsible for handling incoming customer issues and responding in a timely fashion. The candidate must be able to multi-task and work in a fast paced environment; and assume other duties as assigned.

 

KEY RESPONSIBILITIES:Resolve issues for customers with problems, questions, or system operation regarding NIKSUN products and services.Carry pager and/or cell phone for after hour’s technical support on rotational basis. Proactively use time between calls to improve product/environment knowledge, perform customer follow up, or work on other departmental projects. Relay issues that are outside the scope of the Technical Support Department to the appropriate people or groups Escalate all necessary issues to the appropriate resource for resolution and follow up. Ability to troubleshoot internal IT technologies and be an extension NIKSUN’s IT team.Participate in all departmental and individual training programs as directed. Perform other departmental tasks as needed

 

DESIRED QUALIFICATIONS:Knowledge of LAN technologies, including multiple network operating systems (NT, LAN Server), topologies (Ethernet) and protocols (TCP/IP, IPX/SPX, NetBIOS/NetBEUI), and Wide Area Networking a plus. Strong hands-on knowledge and experience with PC hardware and software technology as well as UNIX and Microsoft system administration Knowledge of computer hardware. Ability to troubleshoot intermediate level hardware issues. Preferably prior experience in Intel/IBM based platforms Experience with Help Desk ticketing/tracking software Technical Documentation Experience is preferred Ability to make onsite customer visits for installation/troubleshooting of NIKSUN software.

 

EDUCATIONAL REQUIREMENTS:Associate's degree in Computer Science, Network Engineering, MIS or equivalent experience in the field or in a related area. Any major technical certification is a plus.

 

PHYSICAL REQUIREMENTS:Ability to lift appliances and packages up to 50 lbs.