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RDC Technical Support Representative
Ref No.: 18-11947
Location: Boca Raton, Florida
RDC Technical Support Representative
Boca Raton, FL
3+ Months

High school diploma or equivalent. College (AS or BS) degree in technical field preferred. Two (2) years of experience in a technical support help desk or technical call center environment. Experience with technical troubleshooting remotely and data entry in a fast-paced environment. Solid knowledge of computer networks and hardware connectivity. Excellent analytical skills. Knowledge of MS office products. Good communication skills, both oral and written. Advanced typing skills.Provide remote diagnostic and technical support for National Account Retail customers and internal Installation and Service Technicians. Run reports to analyze equipment functionality. Enter, update, and close tickets for service into Remedy, FSMS, and customer databases. (Document the status of the equipment.) Based on knowledge of networks and IP-based devices, determine the root cause of equipment failure (network, software, hardware, electrical issue, etc.) and run remote diagnostic scripts via Telnet into IP-based device on the customer network. To adhere to short response-time requirements, contact individual technicians on call, advise technician as to the location, problem and potential resolution. Provide phone support to technicians during repair call process. Explain physical layout and functionality of hardware to guide the technician through the repair of such equipment. Escalate extensive technical problems to the project team as needed.