Technical Support Specialist, Tier 1

We are currently accepting resumes for a Technical Support Specialist in Dublin, OH.

The selected candidate will perform the following duties:

- Answer incoming client and customer calls
- Troubleshoot software and hardware issue via phone
- Train end users in the use of equipment and software
- Acquire and maintain expert knowledge of emerging desktop technologies and software applications
- Fully document all cases in call tracking software and escalate to appropriate queue
- Escalate support call to supervisor as necessary
- Assume ownership of project-related tasks as needed or assigned
- Act as liaison between clients or customers and other Client organizations or external IT vendors
- Maintain and seek knowledge about current industry-wide support practices and the potential impact on the support business
- Troubleshoot web browsers and security settings
- Utilize AS/400 applications
Required Skills and

- Degree in Computer Science, MIS, or a related field
- 2 years of related experience
- Experience with VPN
- Outlook support experience in an Exchange environment
- Experience with Microsoft Windows 95/98/NT/2000/XP/7
- Experience troubleshooting the Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, and Visio
- Demonstrated experience supporting customer interactions and troubleshooting
- Troubleshooting knowledge of PC hardware issues including modems, monitors, printers, hard drives, and PDAs
- Experience supporting database software such as Fox Pro
- Experience supporting proprietary software applications
- Fundamental understanding of networking including Novell, NT, TCP/IP, WINS, and DNS
- Ability to work with people over the phone
- Ability to react to dynamic industry and rapid changes in Information Technology
- Flexibility and adaptability
- Ability to maintain customer focus in the midst of difficult circumstances
- Ability to manage multiple priorities in a fast-paced environment
- Flexible to work on a varied shift schedule
- Strong customer service, communication, and listening skills
- Effective team player
- Appropriate sense of urgency and prioritization
- Ability to identify problems and propose effective solutions
UNICON International, Inc.
is an Equal Opportunity Employer.

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