Technical Support - Network Specialist

Who We Are

E-Emphasys Technologies Inc. is a global provider of enterprise software for the heavy equipment and industrial machinery industry. We help dealerships and rental companies across agriculture, construction, forestry, heavy trucking, materials handling, mining and sanitation optimize their business operations. Our software solutions focus on meeting the needs of these specific clients, so they can increase efficiency, customer satisfaction and profitability.

Position - Tech Support, Network Specialist

Network Support provides primary support to customers encountering networking problems when using IntelliDealer products and solutions. Assists customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership of each customer inquiry and works with the team to find resolutions to the extent of their knowledge. Participates in group chat rooms and openly shares knowledge within the team.

This is a remote role. Applicants may be in the USA or Canada, but must be able to work an EST schedule.

Essential Functions

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online tickets

• Documents all work via a ticketing system, sets resolution timelines with customers, and keeps customers updated on the status of their requests

• Assesses issues and troubleshoots using technical knowledge and problem-solving skills to establish a course of action, assuring a timely resolution to customer inquiries

• Must be able to direct and guide customers through resolution of complex technical issues

• Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps

• Applies knowledge of IntelliDealer case resolution process, policies, and escalation methodology

• Attends training courses as required and stays abreast of evolving technical, internal processes, and industry developments

• Provides phenomenal customer service and remote support services and applies problem solving skills

• Works within a tight team environment and willingly assists team members as needed

• Provides other ad hoc support and duties as assigned

• Works in a fast-paced environment with competing priorities

Qualifications and Requirements

• CCNA Certification or equivalent required

• Understanding of WAN connectivity concepts (T1, VPNs, MPLS etc.)

• Understanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP

• 1 year of user support or implementation experience within a Technical Support organization or field service organization

• Excellent customer service skills via phone, chat, and in person

• Strong problem solving ability

• Strong negotiation skills

• Proven ability to lead by example and affect a positive change among peers

Preferred Qualifications

• Associate degree or commensurate experience

• 3-4 years of Technical Support experience with client contact

• Knowledge of PC hardware and software and mobile devices (Smartphones/iPads)

• Experience using a ticketing system such as Clarify, Remedy, or Footprints

• Knowledge of Unix/Linux

• Troubleshooting knowledge of wireless infrastructure

• Experience managing and troubleshooting Fortigate filtering devices

• Experience with VeloCloud or other SDWAN technologies