| Company | : | The Sports Authority |
| Company URL | : | http://www.thesportsauthority.com |
| Contact Name | : | Natalie Berman |
| Position Type | : | Direct Hire - Salaried |
| Salary | : | D.O.E. |
| Experience | : | 1-3 years |
| City | : | Englewood |
| State | : | CO |
| Country | : | USA |
| Zip | : | 80111 |
| Contact | : | 1050 W. Hampden Avenue
Englewood, CO 80110
nberman@thesportsauthority.com | | Description | : | POSITION PURPOSE
Provide second level technical support for telecommunications environment. Provide problem analysis/resolution for customer issues and follow up with first level support via documentation/training.
PRIMARY RESPONSIBILITIES
Monitor service request management application for requests/issues related to desktop hardware/software.
Provide timely resolution/responses to reported requests/issues.
Completely document issues/requests and their resolutions.
Provide documentation and training to level 1 support team for known resolutions to recurring/routine issues.
Escalate level 3 support issues to appropriate IS groups.
Coordinate level 3 response and follow up on calls for quality assurance.
Communicate issues and statuses to appropriate individuals within IS as well as business groups.
|
| Experience | : | PROFESSIONAL QUALIFICATIONS
Associate’s degree in technical discipline or equivalent relevant experience.
Four (4) or more years experience in telecommunications.
Focus on customer service and teamwork required.
Strong communication and documentation skills required.
Knowledge of cabling hardware and technologies.
Knowledge of Telecommunications and peripherals.
Ability to analyze problems in situations where the symptoms are not of a standard or familiar nature, therefore requiring independent thought and logical trouble shooting methods.
Ability to discuss detailed information with internal and external customers.
Ability to write standard documentation using established formats.
Ability to work flexible hours as required to meet business demands.
BUDGET RESPONSIBILITY
Responsible for controlling some expenses within a department.
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