Technical Support Specialist I - SGF Global

Description:
Description:

Tier I Tech Support Representative

Company Overview

At WatchGuard, *** Solutions company, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to *** Solutions, and help us usher in a new era in public safety and security.

Department Overview

This Tier I Technical Support Representative would be supporting our MSI Video & Analytics team providing tech support to In car Dash and Body Camera and Evidence Management Software Division.

Job Description

The Representative will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.

They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.

Communicate outages notifications and ticket statuses to customers

Additionally, they will communicate actively with other departments detailing specific customer s issues.

Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)

Self-assign and take ownership of tickets from queue

Accurately document product issues and convey workarounds and fixes to customers.

Follow procedures for internal escalation of issues to the appropriate internal teams.

Track and resolve issues
Interface with Tier 2 on customer issues and comments
Help Maintain online Knowledge Base
Provide Technical Assistance to Regional Sales Managers daily
Answer after hours calls from customers

Customer Advocate
Experience Requirements
2-3+ years of experience in IT helpdesk and/or application support role.
Extensive Hardware, Software and Networking troubleshooting.
Experience with RAID technologies and Virtual Disks.
Experience with SQL Server queries and updates.
Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
Familiarity working with Azure Cloud and containers.
Strong working knowledge of Active Directory, DNS.
Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
Strong working knowledge of various WIFI technologies and practices.
Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
Experience with writing PowerShell Scripts.
Experience writing user friendly Knowledge Base Articles and FAQ s.

Education Requirements
- One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.
Minimum High School degree. Information Technology College degree preferred
Previous technical support/engineering/troubleshooting experience

PLEASE NOTE AND INFORM ALL CANDIDATES: Will have to pass a CJIS BG check upon hire - MSI will run this check- CJIS check goes back until the age of 17/18 years old.
To pass a Criminal Justice Information Services (CJIS) background check, new hires must undergo a fingerprint-based background check at the state level.

Intake Notes: This is an onsite position

Temp to hire - 6 months to start with possible extension or hire after 3 to 6 months

If Temp to hire, what is the FTE salary range: 45K -50K

Location - ONSITE only

Mon- Fri hours can range from 7a to 6P but will work 8 hours a day 40 hours a week
Will have to pass a CJIS BG check upon hire - MSI will run this check- CJIS check goes back until the age of 17/18 years old

Pay rate: *** please calculate your bill rate based on the Pay rate + your supplier Markup %. The Manger will look at candidate a over *** but no higher then *** - if they have certifications and experience. Candidate submitted at *** should have all qualifications listed in the job posting.

Client can not exceed bill rate of ***/hour

Skills HM is looking for: Need to have either or both
Linux
Windows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)

Interviews: 2- 1st interview in person onsite, 2nd interview will be virtual thru Google meet. Please see annotations for additional notes.

UPDATE:
All candidates submitted should be able to answer the following prescreen questions- do not submit the candidate if they answer incorrectly.

Questions:

1. In terms of troubleshooting, what is ping and why is it useful?

2. A company calls stating that they are unable to view their internal website. What steps would you take to remotely diagnose this scenario?

Answer Key:

1. Ping is a network tool used to test if a particular host is reachable across an IP network. Ping is commonly used to troubleshoot network connectivity, test network performance, and measure response time between hosts.

2. Verify the issue. Determine which internal website is down. Ask when did it last work. Ask if there had been any changes to the company network during that time. See if you can ping the internal website. Check to see if the internal website works on a different device.

Job Category:
IT