QUALIFICATIONS/SKILLS

• Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required
• Extensive current related experience supporting Apple products such as MAC, iPAds and iPhones
• College/University or industry professional designation in a related technical field;
• Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
• Able to work independently and efficiently to meet deadlines
• Self-motivated, detail-oriented and organized
• Excellent people skills and time management skills
• Comfortable in a patient care setting
• Excellent knowledge of Windows-based technical support environment
• Good understanding of TCP/IP network architecture
• Excellent knowledge of Microsoft Office 2003 and 2010
• Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)
• CompTIA A+ and CompTIA Network + certifications

• Provide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environment
• Provide rapid response via phone, electronically, remote session and/or in person
• Troubleshoot time sensitive calls, resolve technical hardware and software issues
• Software and hardware installations/repairs
• Research questions using available information resources
• Follow escalation protocols/procedures to appropriate tiers
• Identify and mitigate risks
• Log Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve.
• Prepare/generate activity and management status reports and maintain documentation
• Stay current with system information, changes and updates
• Cabling/connectivity, LAN, paging/cell phones telecom support
• Network/system monitoring (NOC) triage, escalate, updates accordingly;
• Wireless support (connectivity, set up, troubleshooting)
• Performs production system tasks and manages offsite backup rotation inventory
• Actively participate as a member of Client Services support team
• Perform light lifting 25 lbs as required
• Perform other duties, as required