TAC Technician

Technical Assistance Center [TAC] Technician

Job Description

 

LightEdge Solutions is a leading provider of fully managed network and business services for small and medium sized businesses in the Midwest and Southwest. LightEdge is dedicated to technology leadership and best-in-class service and support. With its Service-on-DemandSM offering, LightEdge provides fully managed network and business application services, allowing businesses to focus on their core business, gain competitive advantage and scale for growth. LightEdge is headquartered in Des Moines, with offices in Cedar Rapids, Kansas City, Minneapolis, Omaha and Phoenix. For more information, visit LightEdge?s Web site at http://www.lightedge.com.

 

The Customer Service Department specializes in managing the relationship and providing support for existing clients. The Technical Assistance Center Technician position may require flexing of hours to meet specific volume needs.  Responsible for troubleshooting and resolving tier-1 network problems associated with outages or performance.  These requests may be handled directly by the Technical Assistance Center Technician or, through escalation in accordance with company policy.  The Technical Assistance Center Technician will also handle direct communication with the client and telco trouble ticket status during service outages.

 Requirements

 

? Excellent verbal and written communication skills

? Solid understanding of local area networking including TCP/IP and its corresponding utilities

? Solid understanding of OS and applications under WIN 95/98/NT/2000, Unix or MacOS

? Experience with the internet and information services such as email, browsers, ftp, etc., including but not limited to:  Outlook, Eudora, IE, Netscape Communicator, FTP clients

? Demonstrated problem solving skills

? General clerical and data entry skills a must

? Appreciate working with a variety of customers & have a reliable attendance record

 

The position of Technical Assistance Center Technician consists of, but is not limited to, the following duties:

 

Job Duties

 

? Trouble ticket creation for all customer inquiries

? First-level customer service including:  receiving inbound requests and questions, triage, evaluation, and execution or escalation.

? Preparation for an execution of service modification requests including:  email accounts, various password changes, domain name registration/transfers

? Ongoing management and representation of client expectations and perceptions through both verbal (in person and via telephone) and written communications (via email and other documentation)

? After hours responsibilities including pager response, online monitoring and client communication

? Configuration modification of network devices.

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This position is currently designed as a training/test-bed for technical employees to familiarize them with our network and services. From here, opportunities to move in various directions within client services, engineering and operations may exist.

 

Corporate Representation

 

Act as a primary advocate for the client.

Act as a professional agent of LightEdge and its interests in the regional business community.

 

Compensation

 

The discussion of compensatory matters is appropriate only in a private forum.  In recognizing human talents as the most valuable, it is the earnest attempt of LightEdge to compensate all team members as fairly as possible.

 

Specific compensation information can be found in the job offer material.