ICT Customer Service Support Specialist

Job Description

Job Description

Position Title: ICT Customer Service Support Specialist

Location: Houston

Status: Fulltime

Description Summary:

The ICT Customer Service Support Specialist will provide first line support to a growing portfolio of IT maintenance services on the ICT Team. This role will be responsible for delivering best in class customer service support within the IT network deployment, maintenance as well as repairing desktops, laptops, applications, and network equipment. Troubleshooting will be carried out to resolve any IT incidents and service requests. This role will provide hands-on technical support for client hardware and software related to Windows, Mac, and Linux systems. The ICT Service Support Specialist will also support networking and local server resources for the client websites. The ideal candidate will use the guidance of the company policy, subject matter experts, and professional experience to be innovative in delivering best in class customer service, support, and solutions to our customer base, while providing a positive experience. The role may be required to travel as needed, and candidate will need flexibility in hours worked.

Major Tasks & Responsibilities:

• Provide IT service support, primarily to Chinese customers.
• Proactively investigate, diagnose, and solve computer and software problems.
• Manage, maintain, and troubleshoot Email Server, Office 365, VPN, and file sharing.
• Manage, setup and troubleshoot Cisco VoIP, video conference, and Cloud Conference system.
• Manage and maintain equipment, consumables, and other IT Supplies.
• Maintain accurate records and assure documentation is up to date.
• Envision CTA as the leading provider of innovative communications solutions that help people and businesses thrive in a more connected world.
• Continuously embracing CTA core values through innovative ideas, doing what is right, working collaboratively and being aware of your actions.
• Assist the team on projects as needed.

Essential Skills, Qualifications and Education Needed:

• Master’s degree in communication engineering or Computer Science
• Familiar with standard concepts, practices, and procedures in information technology
• Familiar with Cisco, Palp Alto, Sonic firewalls.
• Experience with laptop/desktop hardware support and repair, networking, and VOIP (Cisco CUCM/CUC/CUE, AVAYA IP office) telephony.
• Experience working with Microsoft products in an Active Directory and Exchange environment
• Experience in desktop imaging and deployment is required
• Excellent interpersonal and professional communications skills; verbally, written, face-to-face and over the phone with customers and all levels of staff and management in both Mandarin and English
• Effective customer support skills
• Successful candidates will strive to learn and advance, have excellent communication skills
• CCNP, MCSA preferred, but not required. Other IT Certifications are an asset but not required
• Flexible to contribute to activities and schedules that are geographically dispersed varying in time zones, languages, and cultural backgrounds
• Ability to travel to customer sites in US as needed.
• Reliable transportation and a valid driver's license is required
• Proficient in Microsoft applications including Word, Excel, PowerPoint, and Outlook.

• Flexibility to work seamlessly with global sales team in different time zones.
• Ability to establish positive relationships with CTA teams and peers during every interaction and maintain rapport with people of diverse backgrounds and professional levels.
• Ability to builds/maintains network of colleagues to share information and obtain potential prospects for CTA.

• Accomplished collaborator with a true bias for action.