Solution Specialist

Company Name:
NSG
Job Summary:
We are looking for a highly motivated and self-manageable candidate to become an integral team member of a growing IT Consulting company in Nashville, TN. We provide full-scale professional IT Services for a number of small to medium sized businesses in the Greater Nashville area.
Overview:
The purpose of the Support Technician is to act as the first point of contact for our clients who need IT Support. Our business model is focused on delivering an excellent customer experience; therefore our Support Technician's play a critical role in our ability to efficiently and consistently deliver excellence to our clients. This role is primarily based in our Nashville office. Periodic travel may be required to support our client base in the Greater Nashville area.
Daily Duties:
Work directly with customers on a technical basis to quickly and effectively restore 100% functions related to technology
Diagnose hardware and software problems and replace defective components in a cost effective and efficient manner
Manage a web based support queue of tickets and opportunities assigned and show initiative and creative solutions to address items based on priority
Responsible for investigation and resolution of daily alerts (i.e. backup completion, server/workstation monitoring, etc.)
Maintain a ticketing system of hours billed on a regular basis to fulfill company requirements and customer billing practices.
Periodic Duties:
Support client systems inventory management
Act as the primary resource for the execution of monthly reoccurring tickets in the ticketing system
Research, test and deploy new technology and/or providers.
Gather data pertaining to customer needs and use the information to identify, predict, interpret, and evaluate current and FUTURE system and network requirements
Participate in a 24x7 On-Call rotation
Education/Experience:
Bachelor's degree in Business Administration, Management Information Systems or a related field.
Experience in network administration, systems analysis and design, and support activities in multi-user network environments.
Legal experience preferred.
Although not required for the position, the following knowledge is preferred:
Desktop and Laptop computer configuration and BIOS knowledge
Networking knowledge: router, firewall, WAP, switches
Servers: SCSI configuration, Raid arrays, Backup tape drives, BIOS
Document Management software as it pertains to Law Firm functions
Time & Billing software as it pertains to Law Firm functions
PBX/Telephony equipment
Microsoft Windows Server (DHCP, DNS, TCPIP, RRAS, Terminal Services)
Microsoft SQL Server
Microsoft Exchange Server
TCPIP - Especially that related to Internet connectivity and troubleshooting
Microsoft Office 2003, 2007, 2010
Desktop Imaging & Standardization
Backup Software, devices and media
Personal Attributes:
Well organized and detail oriented with excellent problem solving abilities
Excellent oral and written communication skills
Responsible / Self-Management / Innovative
Display an interest in career development, continual education, and a desire to create and implement innovative solutions.
Demonstrate a high level of organizational skills and the ability to self-manage and prioritize a dynamic workload.
Must have a passion for delivering a superior customer experience at all times
Successful completion of a criminal background check
A valid driver's license is required based on periodic onsite client travel and 24x7 on-call responsibilities

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