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TECH SUPT TECHNICIAN II
at Sprint Nextel in New York, New York
Job Description As a Technical Support Technician you will
• Provide support to customers and Field Service staff in resolving moderate to complex technical problems.
• Coordinate problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products.
• Diagnoses mechanical, hardware, software and systems failures, using established Sprint procedures - some problem solving many involve collaboration with the vendor.
• Determine most cost effective repair/resolution to minimize customer downtime.
• Prepare reports for analysis of service failure trends and service ability issues.
This is an expert or technical non-exempt role requiring you to serve as a subject matter expert in service, production, or support area of responsibility and you may serve in a lead capacity.
To be considered, you will need to possess the following:
•High School diploma or equivalency. Four years related work experience.
• Provide Tier 2 technical support for clients and field technician in a call center environment.
• Troubleshoot various enterprise voice systems, technical issues and assist in new site installations/upgrades through remote access methods, or by providing over-the-phone instructions to onsite personnel.
• Execution and completion of clients request for software changes to customer CPE/Hosted equipment.
• Perform 7 x 24 alarm monitoring for various Voice/Data systems through Netcool alarm monitor systems.
• Front-end calls for other technical support groups within Sprint Managed Voice Services organization.
• Prior experience on the following platforms is preferred; Nortel Meridian 1/Succession PBX, Meridian Mail voicemail system, Call Pilot voicemail system, Symposium Call Center Server, Nortel Optivity Telephone Manager OTM/MAT, Nortel Norstar & BCM Key systems, Voice Menu Service/IVR applications, ACD, AVAYA or Lucent Hosted solutions.
• Prior experience with the following ticket systems is preferred; TRS, Service Desk and Remedy.
• Candidate must demonstrate strong general Window/PC skills, proven ability to adapt to changes quickly and detailed oriented. Working knowledge of TCP/IP.
• Strong remote problem resolutions skills.
• Strong background in Windows XP and Vista operating systems.
• MCP/MCSE Preferred
• A+ Preferred
Basic qualifications include:
• Technical support, customer service experience
• Knowledge of Excel, Word and other general applications
Sprint is a great place to work for people who want to make a difference. We're at the center of a challenging and changing industry where every day is a growth opportunity. Diverse thought and backgrounds are highly valued. If you're up for a challenge, Sprint is the place to build your career and your character.
Sprint is an Equal Opportunity Employer and has been recognized for its commitment to diversity and creating an inclusive workplace where all employees' backgrounds, talents and contributions are valued.
We are proud to be a drug free employer.
Job Category Information Technology
Work City New York
Work State NEW YORK
• Provide support to customers and Field Service staff in resolving moderate to complex technical problems.
• Coordinate problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products.
• Diagnoses mechanical, hardware, software and systems failures, using established Sprint procedures - some problem solving many involve collaboration with the vendor.
• Determine most cost effective repair/resolution to minimize customer downtime.
• Prepare reports for analysis of service failure trends and service ability issues.
This is an expert or technical non-exempt role requiring you to serve as a subject matter expert in service, production, or support area of responsibility and you may serve in a lead capacity.
To be considered, you will need to possess the following:
•High School diploma or equivalency. Four years related work experience.
• Provide Tier 2 technical support for clients and field technician in a call center environment.
• Troubleshoot various enterprise voice systems, technical issues and assist in new site installations/upgrades through remote access methods, or by providing over-the-phone instructions to onsite personnel.
• Execution and completion of clients request for software changes to customer CPE/Hosted equipment.
• Perform 7 x 24 alarm monitoring for various Voice/Data systems through Netcool alarm monitor systems.
• Front-end calls for other technical support groups within Sprint Managed Voice Services organization.
• Prior experience on the following platforms is preferred; Nortel Meridian 1/Succession PBX, Meridian Mail voicemail system, Call Pilot voicemail system, Symposium Call Center Server, Nortel Optivity Telephone Manager OTM/MAT, Nortel Norstar & BCM Key systems, Voice Menu Service/IVR applications, ACD, AVAYA or Lucent Hosted solutions.
• Prior experience with the following ticket systems is preferred; TRS, Service Desk and Remedy.
• Candidate must demonstrate strong general Window/PC skills, proven ability to adapt to changes quickly and detailed oriented. Working knowledge of TCP/IP.
• Strong remote problem resolutions skills.
• Strong background in Windows XP and Vista operating systems.
• MCP/MCSE Preferred
• A+ Preferred
Basic qualifications include:
• Technical support, customer service experience
• Knowledge of Excel, Word and other general applications
Sprint is a great place to work for people who want to make a difference. We're at the center of a challenging and changing industry where every day is a growth opportunity. Diverse thought and backgrounds are highly valued. If you're up for a challenge, Sprint is the place to build your career and your character.
Sprint is an Equal Opportunity Employer and has been recognized for its commitment to diversity and creating an inclusive workplace where all employees' backgrounds, talents and contributions are valued.
We are proud to be a drug free employer.
Job Category Information Technology
Work City New York
Work State NEW YORK
Published at 30-07-2010
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Viewed: 1 times