Tech Support Analyst - Cisco

ScanSource•Wade Hampton, SC

5d•$55,000 - $60,000•Onsite

About The Position

This position provides technical expertise to internal and external customers in the form of pre- and post-sales technical support (via telephone, e-mail, web and other channels) on specified technologies; tests products; provides or performs demonstrations of equipment or software as needed. The goal of supervision is to develop the employee to the point that they require decreasing supervision and are able increasingly to make independent decisions. The Support Analyst has daily personal contact with co-workers and immediate management; daily phone contact with customers and vendors; occasional contact with executive management.

Requirements

Must be Cisco CCNA Certified (Current non-expired).
Working knowledge (1yr minimum) of Video and Voice Conferencing Equipment and Technology.
Help desk experience.
Willingness to participate in Afterhours Support program
Willingness and Ability to work outside of regular scheduled shift hours.
Customer service experience, both in person and over the phone.
Ability to speak English plainly and to be easily understood over the phone.
Ability to understand spoken English, both technical and colloquial.
Ability to learn quickly.
Experience with IP networks and networking

Nice To Haves

Knowledge of Cisco Unified Collaboration Video Conferencing Products (WebEx / CUCM / Video Endpoints / Infrastructure / Control Hub) preferred.
Experience with communications concepts and technologies
Experience with business data products and services
SAP Experience

Responsibilities

Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technologies
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Determines whether problem is caused by hardware or software.
Handles problem recognition, research, isolation, resolution and follow-up for routine and complex problems.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Calls software and hardware vendors to request service regarding defective products.
Provides demonstrations of hardware and/or software as needed; installs hardware, software, and peripheral equipment to duplicate customer problems; performs product testing; produces documentation for internal and external use; attends training.
Consults with customers to recommend solutions and/or configuration changes;
Other duties as assigned.
Regular attendance is an essential function of the Technical Support Analyst position.
This position may require work hours outside normal operating hours.