Network Support Analyst - Client Services - Regular full-time 2024-7204

Summary of Duties Provide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environment Provide rapid response via phone, electronically, remote session and/or in person Troubleshoot time sensitive calls, resolve technical hardware and software issues Software and hardware installations/repairs Research questions using available information resources Follow escalation protocols/procedures to appropriate tiers Identify and mitigate risks Log Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve. Prepare/generate activity and management status reports and maintain documentation Stay current with system information, changes and updates Cabling/connectivity, LAN, paging/cell phones telecom support Network/system monitoring (NOC) triage, escalate, updates accordingly; Wireless support (connectivity, set up, troubleshooting) Performs production system tasks and manages offsite backup rotation inventory Actively participate as a member of Client Services support team Perform light lifting 25 lbs as required Perform other duties, as required   Qualifications/Skills Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required Extensive current related experience supporting Apple products such as MAC, iPAds and iPhones College/University or industry professional designation in a related technical field; Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing Able to work independently and efficiently to meet deadlines Self-motivated, detail-oriented and organized Excellent people skills and time management skills Comfortable in a patient care setting Excellent knowledge of Windows-based technical support environment Good understanding of TCP/IP network architecture Excellent knowledge of Microsoft Office 2003 and 2010 Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP) CompTIA A+ and CompTIA Network + certifications