The ideal Candidate requirements and scope of work:
POSITION SCOPE: Responsible for working with the President, and/or other senior management team members to achieve the organization’s objectives, mission and strategies. Responsible for all aspects of technology support and analysis of systems and IT functions.
The Technology Support Analyst will lead efforts to achieve successful technology-related strategies to respond to customer needs and company demands in a competitive marketplace. Position also ensures that all equipment, computer, network and telephone systems are operating successfully.
REPORTING RELATIONSHIP: Reports to Director of Operations
MAJOR RESPONSIBILITIES:
I. Information Technology Support
1. Responsible for analyzing, troubleshooting, repairing, installing and maintaining computer systems and technology equipment for the organization in coordination with technology technician vendors
2. Responsible for performing routine preventative maintenance on technology systems and equipment. Utilizes software programs, diagnostic applications and equipment to identify potential and solutions for improving performance
3. Responsible for developing and implementing standards for technology operations and utilizes software to support process scheduling, reports, report generation, databases administration, data backups and security. Troubleshoots and resolves problems associated with network environments.
4. In coordination with Operations Manager, works with vendors and maintenance providers regarding technical support services
II. Organizational Leadership
1. Provides and models organizational leadership and influence in ensuring optimal performance and enabling teams to succeed in the organization
2. Develops and coordinates key communications for the organization regarding technology-related procedures, security, and status
3. Provides training and other resources for staff to ensure customer services principles are maintained for the organization
4. Develops and maintains key strategic relationships and alliances in the organization and with others that will help to promote the organization’s mission and business objectives
JOB DUTIES
Firewall/Switch
· Maintain the smooth operation of TSC’s local area, wide area and Virtual Private Network
· Plan, evaluate, and coordinate installation and/or reconfiguration of hardware and software elements of data and/or voice communication network
· Prepare or ensures that appropriate network documentation exists, including operational instructions.
· Provide regular monitoring and network analysis regarding short- and long-range planning for in-house systems.
· Experience in a call center is a plus
· Proficient in Cisco and Linksys managed firewalls and switches
· Certifications in A+, Network+ or CCNA is a plus
Servers/ PC
· Ability to manage multiple servers with varying Operating Systems (Windows Server 2003/2008, Linux etc)
· Proficient in a Windows Active Directory network infrastructure.
· Manage web servers in a Linux environment.
· Proficient in various database and reporting tools like MySQL
· Certification in MCSA or MCSE is a plus
Telecommunication
· Ability to install and maintain an Avaya IP Office telephone system as well as other Voice Over IP technologies.
· Ability to perform advance programming activities such as: Multi-Site Networking, Q-Sig Integration, Call Center Programming (CMS, BCMS, Vectoring), Third-Party Application Integration
· Integrated use of Reporting tools within the telecommunication environment.
· Certifications in ACS is a plus
KEY REQUIREMENTS AND QUALIFICATIONS
Required Education: Bachelor’s Degree, Proven Experience in technology support role
Required Key Competencies:
Technical and Business Knowledge: Must have experience in supporting teams in their use of computer applications and operating systems; must be able to troubleshoot IT-related issues in a timely manner
Strategic Leadership and Communication: Must possess an ability to set direction and lead with vision and values; must have proven leadership in leading organizational change and communicating information across departments
Results Oriented: Must have proven record for achieving results and driving outcomes; must have demonstrated experience in producing information and reports that drive results
Valuing and Leading Differences: Must demonstrate an ability of understanding the strategic impact of effectively integrating diversity and inclusion into all aspects of an organization; must have proven leadership history in creating an environment that fosters learning, collaboration and enabling diverse teams to succeed
Customer Service Orientation: Must proactively develop customer relationships by making efforts to listen and understand the customer and give high priority to customer satisfaction.
Required Knowledge, Skills and Experience:
§ 5+ years of technology support or analytical experience
§ Ability to define problems, collect data, establish facts, and draw valid conclusions
§ Ability to communicate and motivate using strong written and verbal communication skills; good presentation skills
§ Ability to handle confidential information and utilize customer feedback
§ Ability to work in fast-paced environment with targets and deadlines
§ Excellent organizational and customer service skills and the ability to manage multiple and competing priorities
§ Ability to keep current with technology-related advances
- Occasional weekend and off-hours work may be required.
Submit a copy of your Resume with Contact Information to: cdonelson@galileeagency.com
Please note the title of the position you wish to apply:
Tech Support Analyst
Status: Full Time
Rate: Based on experience
Location: Columbia, SC
The Tom Sawyer Company (TSC) is looking to hire a top quality Tech Support Analyst. TSC The Tom Sawyer Company operates a 100 seat inbound/outbound Communications Call Center based in the Southeast United States. TSC’s highly skilled and quality trained customer service representatives make and take hundreds of thousands of customer contacts 24/7/365 with an above 95% answer rate.