Tier II Technical Customer Support

General Purpose: Monitor network traffic, serve as primary point of contact for problem escalation for resolution, and provide service and technical support in a Help Desk environment. Field phone calls from on-line customers requesting assistance with initial installs; troubleshoot HW/SW issues for existing clients.

Responsibilities:
1. Monitoring of all aspects of network including Servers, DSL lines, T-1 lines & Web sites. Monitoring of AS/400 Systems, particularly memory and disk usage, plus performing backups and restores on AS/400 Systems.
2. Handle a large number of technical calls from Invisions Internet customers as well as internal employees. Calls include requests for new Internet accounts and initial set up assistance; requests to change passwords; resolution of dial-up and e-mail problems; research inoperative connections; resolve networking and browser configuration problems; assist with desktop PC HW/SW problems.
3. Specification, ordering, and installation of Program Temporary Fixes (PTFs)
4. Field phone calls from on-line customers requesting assistance with initial equipment installations; troubleshoot HW/SW issues for existing clients. Travel to customer sites as necessary.
5. Compiles, and where required, maintain activity reports
6. Undertake Special Projects and perform side duties as required

Requirements:
* Customer oriented, with a desire to resolve problems to the customers satisfaction while maintaining focus on productivity, efficiency and quality.
* Adaptable, flexible, patient and professional even under tense customer situations.
* Ability to work in a fast paced often high-pressure environment.
* Excellent communication, and verbal skills.
* Good data entry skills.
* 1 - 3 years related technician experience.

Educational Requirements:
* AAS degree or Technical School.
* MCP, MCSE, A+ certificate desirable.

Critical Competencies:
* Leadership - Ability to participate in problem resolution. Quick to learn and take charge. A self-starter committed to finding creative solutions to difficult problems. Ability to work in team environment.
* Management of Resources - Will organize, prioritize and manage work under deadlines.
* Business Knowledge - Demonstrate analytical and problem solving skills using knowledge, experience and understanding of basic internet concepts.
* Communication skills - Excellent verbal and written skills. Will handle sensitive and proprietary information with complete confidentiality.
* Must be able to Multi-task
* Must be Self-Motivated / Enthusiastic / Strong Work Ethic

Why should you consider joining our team?
 Competitive salary including annual bonus incentive
 Work with only the most leading edge technologies in the industry
 College tuition and industry certification reimbursement Program
 Health benefits that start on day one
 Rapid advancement opportunities with various career paths
 A Long Island based company with little to no travel
 The security & stability of an industry leader
 A group of extremely talented & dedicated professionals
 An incredible management team with vision and passion for growth
 A collaborative and friendly team oriented corporate culture

Invision is a division of mindSHIFT Technologies, Inc.  We are the area's premier Managed Service Provider (MSP), offering managed services for hosting, WAN, LAN, security and application support, as well as eBusiness application development and integration.

Invision.com, Inc. is an Equal Opportunity Employer.