Technical Support Analyst

GTAgent@rsystems.com

Technical Support Analyst Job Description:

Do you like working with exciting technology in a stimulating environment? Do you enjoy being around fun, intelligent people who know how to work hard? Do you like knowing your contribution and ideas matter? Then R Systems is the place for you.

Mobile technology is growing by leaps and bounds. Billions of dollars are being spent every year around the world by consumers and businesses alike on wireless phones and mobile applications. Supporting Good Technology, we pride ourselves on being at the forefront of mobile innovation, accomplishing big things in a growing environment. Come join us to experience what we're all about.

R  Systems Solutions Inc. is seeking a Technical Support Analyst who will work closely with a team of front-line agents. The Technical Support Analyst will be on the front lines of support. Be familiar dealing with executives and VIP customers. We are supporting an Enterprise solution for mobile messaging. The candidate will be expected to utilize their experience administering and supporting Microsoft Exchange (Lotus Domino) to resolve complicated issues. BES/GOOD admin experience is also a big plus! This is exciting project with room for advancement. We have several opportunities available in our North American support center. Looking for talent that can work flexible hours 24/7 environment.

Keys to success:

·         Great communication skills

·         Ability to multi-task, good organization skills, persistence, patience, proactive, prioritization

·         Technical aptitude in resolving complex technical server and/or networking issues

Responsibilities include:

- Handling technical support inquiries for VIP external customers, interfacing with IT administrators on the phone and through email.

- Installing and upgrading enterprise server product and integrate it with exchange\lotus.

- Escalating cases and being a point of contact for customers

- Provide 1^st class support to all customers!

- Ability to work as part of a team.

Required Skills & Experience:

-3-5 years help desk support experience including Tier 1, and Tier 2 support levels.
-Expert knowledge of TCP/IP, DHCP, network connectivity and management, the OSI model, LAN/WAN understanding and administration experience is preferred
-3 years experience in all Microsoft operating systems at the administrator level.
-2 years experience MS System Administration, as well as different types of security software and hardware (firewalls, routers)
-Expert level knowledge of MS Exchange, Outlook, active Directory, Lotus Notes, and Lotus Domino. SQL is a plus.
-Knowledge of wireless carrier networks, as well as smart phones and pocket pc devices, Windows Mobile, Palm, Blackberry, Android, Iphone/iPad, and iOS.
-Should have experience is diagnosing and troubleshooting server-related problems, such as performance problems, permissions issues and lockups.
-Ability to maintain excellent customer service relations and deal effectively with client's enterprise IS & IT professionals and end-user customer base.

-Available to work variety of shifts in a fast-paced 24x7 environment.
-A high level of judgment, advanced problem solving techniques, and technical writing skills in English

Educational Requirements:

-BS in Computer Science highly preferred. 

*We offer a competitive wage and benefit package, relaxed work environment, and management with a sense of humor.

*To ensure a safe working environment for its employees, R Systems requires all candidates for employment submit to a drug test, background and credit checks prior to employment