Tech Support Analyst - Cisco

Technical Support Analyst

This position provides technical expertise to internal and external customers in the form of pre- and post-sales technical support (via telephone, e-mail, web and other channels) on specified technologies; tests products; provides or performs demonstrations of equipment or software as needed.

Essential Job Duties:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by hardware or software.
• Handles problem recognition, research, isolation, resolution and follow-up for routine and complex problems.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Calls software and hardware vendors to request service regarding defective products.
• Provides demonstrations of hardware and/or software as needed; installs hardware, software, and peripheral equipment to duplicate customer problems; performs product testing; produces documentation for internal and external use; attends training.
• Consults with customers to recommend solutions and/or configuration changes;
• Other duties as assigned.
• Regular attendance is an essential function of the Technical Support Analyst position.
• This position may require work hours outside normal operating hours.

Reporting Relationships:

• Technical Support Analysts receive supervision commensurate with knowledge, experience, and initiative. Supervision may include technical advice, coaching on interpersonal interaction, or instruction in broad policies and quality standards. The goal of supervision is to develop the employee to the point that they require decreasing supervision and are able increasingly to make independent decisions.
• The Support Analyst has daily personal contact with co-workers and immediate management; daily phone contact with customers and vendors; occasional contact with executive management.

Requirements:

• Must be Cisco CCNA Certified (Current non-expired).
• Working knowledge (1yr minimum) of Video and Voice Conferencing Equipment and Technology.
• Knowledge of Cisco Unified Collaboration Video Conferencing Products (WebEx / CUCM / Video Endpoints / Infrastructure / Control Hub) preferred.
• Help desk experience.
• Willingness to participate in Afterhours Support program
• Willingness and Ability to work outside of regular scheduled shift hours.
• Customer service experience, both in person and over the phone.
• Ability to speak English plainly and to be easily understood over the phone.
• Ability to understand spoken English, both technical and colloquial.
• Ability to learn quickly.
• Experience with IP networks and networking

Preferred:

• Experience with communications concepts and technologies
• Experience with business data products and services
• SAP Experience

Physical Requirements:

• Ability to sit at a computer terminal for long periods of time.
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.
• Ability to travel 5% of the time.
• Ability to lift up to 50 pounds.

Compensation:

Compensation Range: $55,000 - $60,000

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer EOE/M/F

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.