Technical Support Representative I (Fully Remote)

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Requirements:

• Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a similar degree program (related work experience may be substituted for educational requirement)
• 1-2 years of experience with providing some level of technical support (preferred, but not required)
• Firm understanding of computers and operating systems
• Strong understanding of information technology, database management, and software development concepts
• Base level understanding of core networking concepts (i.e. subnetting, VPN, VLANs, etc.) and network security
• Interest in continual learning about new technologies and how those can be adapted into networking and security
• General understanding of the SDLC from conception to delivery
• Some ASA experience with updating configurations and keeping them up to date
• Some experience with enterprise level networking equipment (ie Cisco) either through schooling or actual hands-on experience
• Cisco certifications or other networking certifications (preferred, but not required)
• Some SQL experience (preferred, but not required)
• Utilized XML for configuration work (preferred, but not required)
• Knowledge of the public safety or criminal justice industry (preferred, but not required)
• Outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
• Able to work from 8am - 5pm EST, Monday - Friday, as well as rotational on-call duties during off hours (mandatory)
• Are able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
• Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

Responsibilities:

• Learn our software inside and out
• Provide phone and email support to our nationwide customers for all Diverse Computing products
• Enter, monitor, and maintain incoming support tickets
• Periodically be on-call outside of normal working hours
• Configure, install, and maintain customers’ routers and VPN applications
• Install proprietary software on customers' workstations and/or servers
• Train new customers on how to use our software
• Troubleshoot issues reported by eAgent clients
• Record information from support calls into Service Cloud
• Perform on-line demos of our software to prospective customers
• Perform quality assurance (QA) testing
• Assist with internal systems administration tasks