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Provides technical assistance and training to customers by performing the following duties.

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include the following. Other duties may be assigned as required.

2 Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
2 Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers
only).
2 Configure software to connect to Internet application servers.
2 Provide training to clients in the use of system and applications as related to Internet.
2 Obtain general understanding of OS and application operations related to company offered services.
2 Identify and correct or advise, on operational issues in client computer systems.
2 Perform light lifting 25lbs.
2 Perform creation of new accounts using company provide software tools.

The Ideal candidate will also possess the following skills:

2 Able to work independently and efficiently to meet deadlines.

2 Able to promptly answer support related email, phone calls and other electronic communications.
2 Self motivated, detail-oriented and organized.
2 Experience with hardware and software issues.
2 Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
2 Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
2 Typing proficiency: 40-60 wpm.

-  
 To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

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One year certificate from college or technical school; or three to six months related experience and/or training; or
equivalent combination of education and experience.

 
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Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or
governmental regulations. Ability to write reports, business correspondence, and procedure manuals.Ability to
effectively present information and respond to questions from groups of managers, clients, customers, and the
general public.




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Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area,
circumference, and volume. Ability to apply concepts of basic algebra and geometry.

   
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited
standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
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To perform this job successfully, an individual should have knowledge of Contact Management systems; Database
software; Internet software and Word Processing software.

 


 
The physical demands described here are representative of those that must be met by an employee to successfully
perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required
to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.

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The work environment characteristics described here are representative of those an employee encounters while
performing the essential functions of this job. The noise level in the work environment is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Investigate, analyze, and resolve complex hardware/ software problems on Company computer systems.
- Perform advanced hardware repairs, maintenance, technical assistance, andsupport on a wide range of PC-based
computers and peripherals.
- Provide advanced technical assistance,support , and troubleshooting in the resolution of system communications
failures and conflicts.
- Perform routine, day-to-day hardware and software maintenance as assigned, and assists in proper upkeep and
utilization of systems.
- Install, integrate, customize, configure, and test new systems and hardware to resolve any configuration conflicts or
errors.
- Provide general technical guidance and assistance to end users, as requested, on diverse software applications,
operating systems, and hardware systems.

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In essence, technical support officers are responsible for ensuring the smooth running
of computer systems and ensuring users get maximum benefits from them:

‰ installing and configuring computer hardware operating systems and applications;

‰ monitoring and maintaining computer systems and networks;
‰ talking staff/clients through a series of actions, either face to face or over the
telephone;
‰ troubleshooting system and network problems and diagnosing and solving
hardware/software faults;
‰ replacing parts as required;
‰ providing support, including procedural documentation;
‰ following diagrams and written instructions to repair a fault or set up a system;
‰ supporting the roll-out of new applications;
 ‰ setting up new users¶ accounts and profiles and dealing with password issues;
‰ responding within agreed time limits to call-outs;
‰ working continuously on a task until completion (or referral to third parties, if
appropriate);
‰ prioritizing and managing many open cases at one time;
‰ rapidly establishing a good working relationship with customers and other
professionals (e.g., software developers);
‰ testing and evaluating new technology;
‰ conducting electrical safety checks on computer equipment.

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