| Job Description |
Position Profile
The TSE is responsible for on-site installation, maintenance and repair of customer IT network products and systems, which may include network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations. TSEs are a vital link to the sales organization, in providing sales lead opportunities and/or feedback based on customer usage, change in business needs and other areas of Tech Services focus
May serve as a team member or team leader within own work area or on a cross-functional team. May have service responsibility based on assigned geographic territory and/or individual customer.
Job Duties and Responsibilities
Maintains a high level of customer satisfaction and responsiveness to all business needs.
Ability to work well with little supervision
Responsible for responding to service calls generated by the Managed Services Operations Center (MSOC), which carry the highest priority of all dispatched calls. TSEs will contact the customer immediately to provide confirmation of the dispatch and an arrival time.
Complete network assessment forms
Meets or exceeds revenue and gross profit expectations.
Ensures high-level customer satisfaction by providing end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations that may impact product and network performance.
Providinge consultative assistance for complex MFP / network issues. Depending on technical expertise and certifications, TSEs may be required to assist with projects outside of their immediate areas of responsibility.
Utilize sophisticated diagnostic tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment failures.
Interfaces with customer information technology organizations to resolve network problems.
Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.
Trains Technology Services personnel on IT Services offerings and solution identification to help improve/increase their proficiency and effectiveness in the application of diagnostic techniques and solutions.
Interface and train with less experienced service technicians, and assist in completion of certifications in line with their career path.
Provide comprehensive technical support on advanced technologies in the IT network environment and can assist in the development and delivery of technology and skills development seminars.
Performs other duties as assigned
Qualifications (Education, Experience and Certifications)
MCITP Enterprise Administrator or MCSE Certification required.
A minimum of 4 years experience in designing, installing, configuring, administering and troubleshooting network systems is preferred
College Degree in Computer Science or equivalent technical/work experience
We are an Equal Opportunity Employer. M/F/D/V
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