Technical Support Representative I

| Greater Denver Area
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Overview

The Technical Support Representative interacts directly with customers and other FWI departments to resolve Tier 1 customer technical support cases. This role has significant impact on the customer experience with FWI. A successful Technical Support Representative exhibits strong communication and troubleshooting skills and works well in a team environment.  

 

Responsibilities

  • Provide technical support to FWI customers to ensure the software and hardware perform correctly.
  • Accurately document all phone calls, emails, web and internal requests in support case notes.
  • Track and monitor the technical issue and the steps taken to resolve the issue to ensure a timely resolution.
  • Patiently interface with users of all experience levels.
  • Work with all departments and Tier levels to learn and understand FWI’s software, services and hardware.
  • Foster customer satisfaction through timely follow-up.
  • Work flexible hours, nights and weekends.
  • Pass customer-required background screenings.

Qualifications

Requirements for Success:

  • Computer Science/Technical degree or equivalent experience.
  • 1-3 years of technical support or networking/systems management experience.
  • Proven ability to learn new software quickly for the purpose of supporting end users.
  • Demonstrated and quantifiable troubleshooting skills.
  • Excellent written and verbal communication skills.
  • Experience with ticket management systems.
  • Ability to effectively troubleshoot and resolve technical issues on Windows and Macintosh operating systems (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 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).
  • Experience with Remote Support tools—Logmein.com, Gotomeeting.com, VNC, Dameware, and RDP.
  • Willingness to work night shifts.

Helpful for Success:

  • 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 VMWare configuration and usage

 

The compensation package will be aligned to each candidate’s experience and qualifications. All applicants must be authorized to work in the United States.

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Location

Our office is in the trendy Golden Triangle area, steps away from museums, galleries, restaurants, cafes, bars, and public transportation.

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