Respond to all calls to the Solution Center
Log all request for IT technical service into tracking system
Provide product and system monitoring, documentation and escalation
Provide service administration request coordination
Provide first point of contact for 24 x 7 support of The Weather Channel
Resolve most first level technical issues without assistance
Learn and provide support of new technology
Assist with hands on technical responsibilities for problem resolution
Must be available to work Tuesday - Saturday 1:00 p.m. - 9:30 p.m.(shift may change).
Associate degree in Computer Science, or one year experience providing technical computing support
Previous help desk or call center experience
Basic knowledge of Windows operating systems (95, NT)
Basic familiarity of networking fundamentals (Ethernet, TCP/IP)
Understanding of email systems
User ID administration and LAN/WAN management tools
Ability to trouble shoot, research and resolve issues
Knowledge of current products and support policies for industry
Ability to escalate problems through priority phases and provide customer updates
Ability to work closely with customers to define issues and business needs
Ability to work with minimal supervision
Exceptional interpersonal teamwork skills
Able to manage several incidents simultaneously
Excellent verbal and written skills with capability to communicate technical information to customer level and document required information to assist in timely resolution of issues
Must be pro-active in resolving work area problems
Provide positive reinforcement and motivation to team members
Provide prompt and effective customer care
Remain calm and make rational decisions during critical situations
Self driven to accomplish goals and meet deadlines
Develop and implement process improvements
Can give and receive feedback openly and objectively
Researches problems before taking action
Expresses views in a diplomatic manner
Carries out the spirit and commitment to company, department and team goals and mission
