Customer Support Specialist

Position Overview

The Customer Support Services Specialist position’s primarily responsibility is to provide first level support to Waypoint clients.  Additionally this position will perform routine network systems maintenance.  Work items range from desktop support to routine network administration.

Key Tasks and Responsibilities


Customer Support Queue

–          Accept cases from the support queue

–          Remotely assist clients with support needs

–          Clearly communicate status on problems as well as resolution

–          Exceed SLA guarantees to Waypoint clients

–          Clearly document all tasks

–          Maintain high customer satisfaction


Computer Repair and Maintenance

–          Virus/Malware issues

–          Network scanning/printers

–          Desktop application and operating system management

o   Installation, Configuration and Troubleshooting

–          Network connectivity

o   Wired

o   Wireless

o   DHCP

–          Smartphone management

o   Active sync

o   Blackberry enterprise Server management

§  Server setup

§  New user setup

§  Troubleshooting

§  Upgrade

o   iPhone, iPad, Android systems

–          End user email management

o   Email bounce back troubleshooting

o   SPAM services

o   Webmail

–          User management

o   Microsoft Active Directory and Exchange

§  Add Move Change

§  Network file permissions

§  Create distribution lists

–          Backups

o   Management of customer backup software

o   Remote Backup Solution

o   Local Backup Solutions

o   NT Backup

o   Restore files

Required Qualifications


–          Minimum one year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource

–          Two-year degree, or active pursuit of a two-year degree or

–          MCP certification in desktop Operating System software or

–          CompTIA certifications

–          Basic understanding of networking principles:

o    Client Server networking

o    TCP/IP

§  Routing

§  DNS



§  the Internet

o    Switching

–          Basic knowledge of wireless security and wireless client configuration

–          Entry level knowledge of Active Directory

o    Ability to perform basic user account administration

–          Basic understanding of network firewalling/security technology

–          General knowledge of server maintenance tasks:

o    Backup software monitoring and troubleshooting

o    Disk defragmentation

o    Event log review

o    Hardware monitoring tool review

–          Corporate antivirus software experience.

–          Virus, Spyware, Malware removal experience

–          Troubleshooting fundamentals

o    Ability to break problems down and use a logical process of elimination

–          Firm understanding of desktop hardware

o    Ability to diagnose hardware problems.

o    Familiarity with desktop hardware diagnostic tools

o    Understanding of RAID

–          Solid understanding of mobile device configurations and support

–          Ability to follow complex detailed instructions to accomplish more complex tasks.  Example:  Desktop Deployment Guide


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