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Technical Support Specialist

Department: Network Management

Location: Atlanta, GA

Primary Objectives: Provide first-tier and second-tier service and technical assistance to customers of network management software applications and other Ipswitch employees via telephone and e-mail.

Responsibilities and Essential Duties

  • Develop good understanding of assigned products and related processes
  • Provide technical assistance and customer service to customers (or to Ipswitch employees, as assigned) by telephone and e-mail by:
    • Assisting in the installation and configuration of software applications
    • Troubleshooting software issues and assisting with use and maintenance of products
    • Documenting customer issues, logging steps taken to address them, and recording outcome of interactions with customer
    • Using call management and case tracking systems
    • Identifying and reporting product defects to product management via a defect tracking application
    • Diagnosing and explaining external hardware and software issues that effect the use and/or configuration of Ipswitch’s Network Management software
    • Escalating customer issues through Senior Technicians or Support Manager as needed
    • Providing customers with information about Ipswitch processes and resources
    • Contribute technical articles to the Ipswitch online knowledge base and respond to questions on the Network Management online user forums
  • Participate in software development process via defect reporting/prioritization, documentation and usability reviews, online discussion groups, etc.
  • Conduct training sessions for less experienced specialists and other Ipswitch employees and create materials needed for such training
  • Provide mentoring to less experienced specialists
  • Provide second-tier (escalation) support for customer issues

Education and experience

  • 3-5 years of external end-user technical support experience in a call center environment
  • Superior analytical and troubleshooting skills required
  • Superior language skills, both verbal and written
  • Superior customer service skills
  • Expert in Windows administration and configuration knowledge
  • Desirable:  .Net, IIS, systems administration and domain security/Active Directory
    • Expert in Windows networking knowledge and experience in TCP/IP, DNS, SSL, Telnet, HTTP, ASP and 802.11x
  • Experience with network monitoring/management protocols such as SNMP and WMI
  • Basic Database administration and concepts experience required
  • Basic programming skills not required but preferred
  • Prior experience in creating training plans and providing training sessions to internal users
  • Excellent organizational and tracking skills

Ipswitch is committed to providing a positive work environment that encourages teamwork and individual development. We provide a comprehensive benefits program that includes medical and dental insurance, 401(k), ten paid holidays, tuition reimbursement, long and short term disability, life insurance, employee assistance plan, and flexible spending accounts. You will also accrue four weeks of paid time off (inclusive of vacation and sick time) for your first year, five weeks on your second through fourth years, and six weeks once you have reached five years of service. In addition to offering competitive salaries, we provide a generous bonus plan that is open to all employees.

E-mail (preferred method), mail, or fax resume and cover letter with salary requirements to:

Human Resources
Ipswitch, Inc.
100 North Point Center East
Suite 560
Alpharetta, GA 30022
Email: cindym@alpha.ipswitch.com
Fax: 770 663-0472

Ipswitch is an equal opportunity employer.

Employment agency resumes submitted for these ads are accepted with the understanding that no fee will be paid to the agency.