• Address: Atlanta, GA 31106 (map)
• Date Posted: 11/06/09
• Job Type: Full-time

Company Teksystems
Position TitleTier 1 Technical Support
Job Code1995842
Job Location Atlanta, Georgia
DescriptionTier 1 Technical Support Job Description:

The Tier I Technical Support agents duties and responsibilities include but not limited to answering all incoming customer calls in queue with a pre-defined opening script. The Tier I agent will identify customer needs, manage Average Talk Time, Wrap Up time, and other measurable objectives. They will be trained to resolve routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations. They will also be trained to troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times. Tech Tier I agents are expected to handle customer calls with a positive problem-solving attitude. As well as properly document in OSS system call purpose and resolution. Tier I Tech Support agents are expected to strive for first call resolution. If first call resolution can not be met, properly code trouble tickets for escalation to Tire II Tech Support using Ticket classification Guidelines. Utilize online resources such as our Online and the Knowledge base to resolve customer troubles. Tier I Tech Support agent will receive continuing education and onsite training for new products and services. Tier I Tech Support agents when necessary will consult with Tier II or supervisor as needed for problem resolutions. They may perform additional duties such as; data analysis, project management, reporting. As well as provide input for troubleshooting scripts and diagnostic tools


Required Knowledge, Skills & Abilities:


- Bachelors degree OR 1 year of experience in telecom, tech support, networking, or hardware. Such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper

- Basic understanding of Windows Operating System

- Candidate must have strong analytical skills

- Strong verbal and written communications and interpersonal skills

- Professional demeanor

- Have a customer satisfaction driven attitude

- Be an Active contributor in a positive team environment

- Must follow predefined guidelines, protocols, and procedures as directed

- Have the ability to work any shift in a 24x7 call center environment

- Candidate must possess the ability to learn, retain, and apply new information in an ever changing environment

- Flexibility to perform additional tasks or duties outside of normal daily activities


Desirable, but not Required

- Proficiency in Spanish

- Technical focused degree

- Cisco or Juniper certifications



Required Skills for Tier 1 Technical Support Job:

*CISCO
* DS1
* CISCO ROUTER
* NETWORK TROUBLESHOOTING
* VOICE/DATA
* VPN/PRI/SIP/CAS


About TEKsystems:

Join TEKsystems® and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about deploying high-caliber IT and communications expertise. To satisfy our constant need for expertise, we actively seek talented Technical Professionals with all levels of information technology and communications skills. TEKsystems knows that every professional has different needs, so we'll work together to determine a suitable benefits package. We offer options to our Technical Professionals that could include: a health plan, 401k, provisions for vacation and holiday pay, and technical and professional training. With a foundation as the nation's largest IT staffing firm, we've become a billion-dollar services company by blending superior client service with an unrivaled ability to source and manage talent to precise specifications, resulting in successful technology executions. Allegis Group and its subsidiaries are equal opportunity employers. M/F/D/V


Contact Information

Britt Peeples Apply Now! Begin by filling out the "Apply Online for this Job" section at the top of the page Need Directions? Get office driving directions with Google Maps bpeeples@teksystems.com TEKsystems - Atlanta North, GA 1200 Ashwood Parkway

Suite 350

Atlanta, GA 30338 TEL: (770) 522-1102 FAX: (770) 522-1250