Technical Support Analyst -with A+ certification

Purpose of Job:

The Technical Support Analyst/Wireless is responsible for onsite wireless device technical problem resolution, advanced technical assistance, and service to peers and Client?s staff. With minimal supervision, provides wireless device user support of an advanced nature involving analyzing and resolving complex problems that require in-depth technical analysis and assistance. May lead user through diagnostic procedures in order to isolate cause of trouble, analyze and/or evaluate incident reports and make recommendations to reduce recurrence of problems. Must provide wireless device and related technical expertise in current and new technologies in the Client?s environment, provide training and share technical expertise with peers and appropriate staff. Must ensure all appropriate measures are taken for satisfactory resolution of the customer?s request, escalating to Manager as needed, and interact as part of a team that identifies, trouble shoots, and resolves wireless device related trouble tickets within a framework of Client?s approved wireless devices services and related technologies. This position demands quick response in analyzing, validating and resolving wireless device service issues in a dynamic and complex environment. Responsibilities include:

Principal Accountabilities:

- Work collaboratively with Manager and core department team as well as extended groups within the Wireless Device Services Program to provide quality, consistent and professional service to our customers, ensuring all appropriate steps have been taken to resolve the customer?s problem.
- Prioritize service requests based on documented guidelines, and customer need.
- Deploy new hardware devices and software, and maintain software updates and other handheld wireless and desktop related technologies.
-Take initiative to research problematic or repeated problems in the wireless device environment, with appropriate documentation, before escalating to manager (in a timely manner) and next level support groups as determined necessary.
- Ensure all operational processes and procedures are followed and maintained.
- Ensure that physical and logical security standards, and quality assurance and compliance practices for the overall business objectives of the department and company are adhered to.
- Ensure all Asset management policies and procedures for hardware and software are understood and its principals adhered to.
- Take initiative to create and update reports and documentation as needed.
- Interface, when appropriate, with Client Engineer and/or other related departments on specific wireless device technical issues to identify specific methods and techniques for obtaining solutions, and document all issues.
- Understand the scope of the team's mission and abilities, as well as the impact other operational teams have on the business.
- Ensure that knowledge is maintained on all wireless device related hardware and software and industry technologies.

KNOWLEDGE AND EXPERIENCE:

? Excellent interpersonal and customer service skills
? 6+ years experience in a hands-on technical support role
? 2+ years experience in hands-on wireless technology field customer support role
? Advanced logical thinking and problem solving skills
? Adept at being able to prioritize work and address multiple tasks concurrently
? Ability to function effectively during periods of high stress.
? Ability to work effectively both independently as a member of a highly skilled team.
? Ability and desire to aggressively resolve wireless device technical problems to correction.
? In-depth advanced technical knowledge of PC environments.
? Knowledge of Client applications and systems.
? Thorough technical and application knowledge of PC and wireless technology hardware/software architecture and configuration schemes.
? Excellent written and verbal skills.
? A+ certification minimum for current hardware; IBM and Compaq certification preferred.
? Knowledge of: Networks; LANS; current MS Office suites, Windows 2000 and XP, and knowledge of firewalls and security
? BA Computer Science/MIS or equivalent education and experience

Rate : $36 /Hr on W2 ONLY (No Corp to Corp,No 1099 please ) .

If AGREED on rate, may please submit resume in msword with job id & contact details to : RSUSARECRUITMENT@RSSOFTWARE.COM