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Technical Support Representative

at Four Winds Interactive in Denver, CO   —   Jul 11, 2014   |  
Provides technical support to FWi customers. Works with end users to ensure the software and hardware perform correctly. Ability to troubleshoot the customer’s network, security issues as well as server configurations.
Thoroughly documents all telephone calls, emails, web and intercompany requests for technical support
Tracks and monitors the problem to ensure a timely resolution
Ability to interface with all levels of users
Relies on instructions and pre-established guidelines to perform the functions of the job
Works with all departments and Tier levels to learn and understand basic to general understanding of the FWi’s software, services and hardware
Foster customer satisfaction through timely follow-up
Learn and understand all aspects for our Kaseya alerts
Willingness to be on call, work flexible hours and weekends
Other duties as assigned
Proven ability to learn new software quickly for the purpose of supporting end users
Demonstrated and quantifiable troubleshooting skills
Prefer 5 years of technical support or networking/systems management in a field setting experience
Excellent communication skill, both written and verbal
Experience with ticket management systems
Ability to resolve technical issues on Mac’s and Microsoft Windows operating systems
Experience with Windows XP/VISTA/7 (experience configuring client systems, understanding of PC hardware to troubleshoot hardware failures remotely, File Management/Folder Structure, Registry Editing, NTFS (file sharing) Permissions, Group Policy)
Experience with Windows Server 2003/2008 (Administration: Active directory, DNS, DHCP, Server roles)
SQL/ MS SQL - Able to Create Users and Databases in SQL Management Studio
Moderate knowledge of Scripting
Experience with Remote Support tools—,, VNC, Dameware, and RDP.
Experience with VMWare configuration and usage
Experience with Networking (troubleshooting network failures, utilizing TCP/IP, ping, IP Addressing, Ports…FTP, SFTP, DNS, HTTP, HTTPS, Windows File Sharing, Routing, VLAN's, Static Routes, Firewall knowledge, VPN Connectivity understanding
Computer Science/Technical degree or equivalent experience
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