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Solution Specialist - Remote IT Support

NSG, LLC -

Job DescriptionObjective: Solution Specialists act as the first point of contact for our clients who need IT support. As a Solution Specialist, you will work directly with customers on a consulting basis to assist with all aspects of IT management. NSG’s business model is focused on delivering an excellent customer experience; therefore our Solution Specialists play a critical role in NSG’s ability to efficiently and consistently deliver excellence to our clients.

PRIMARY RESPONSIBILITIES:

Daily Duties (70%)
The Solution Specialist will work directly with customers on a technical basis to quickly and effectively restore 100% functions related to technology.

• Manage a web based support queue of tickets assigned and show initiative to address items based on priority

• Diagnose hardware and software problems and replace defective components in a cost effective and efficient manner

• Maintain records in the ticketing system to reflect the time billed for an issue accompanied by detailed notes for client resolution.

• Daily investigation and resolution of alerts to ensure that all network components are running successfully.


Periodic Duties (20%)
The Solution Specialist will be responsible for periodic duties as follows:

• Primary resource for the execution of monthly reoccurring tickets in the ticketing system
• Research, test and deploy new technology and/or providers.
• Gather data pertaining to customer needs and use the information to identify

Irregular Duties (10%)
• Assist with training/onboarding of future personnel....
• Participate in a 24x7 On-Call rotation

Job RequirementsREQUIRED KNOWLEDGE & EXPERIENCE:

Related Work Experience: Bachelor’s degree in Business Administration, Management Information Systems or equivalent work experience.

Although not required for the position, the following knowledge is preferred:

Proficiency with computing hardware including:

• Desktop and Laptop computer configuration and BIOS knowledge
• Networking knowledge: router, firewall, WAP, switches
• Servers: SCSI configuration, Raid arrays, Backup tape drives

Proficiency with computer software including:
• MS Windows Server, MS SQL Server, MS Exchange Server
• DHCP, DNS, TCPIP, RRAS, Terminal Services
• Microsoft Office 2003, 2007, 2010
• Desktop Imaging & Standardization
• Backup Software, devices and media


Qualifications Education: Varies
Experience: 2 years


Work HoursCompensationJob typeStart Date
40$30-45K Salary + Bonus + BenefitsFull timeJuly 22, 2014

Company Description We build long-term client relationships based on mutual trust and respect by maximizing our most important asset – Our Team. We execute with exceptional customer service, personal communication and innovation to proactively deliver solutions that increase our client’s productivity.


Contact Information Mary Pogue


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