Job: Technology Support Specialist

eTelecare Global Solutions offers a unique approach to outsourced customer care. Instead of cutting costs by cutting corners, eTelecare creates value for our clients, their customers and our employees by investing to outperform. Onshore and offshore, we focus on oversight, performance and opportunities for breakthrough improvement in every aspect of our operations. The result is superior service, lower costs and a level of satisfaction that turns customers into champions for our clients.

The Technology Support Specialist performs multiple complex technology support activities in accordance with eGS (eTelecare Global Solutions) policy. This professional, acts as a technology support lead to ensure appropriate tools, techniques and standards are being utilized to meet customer/client needs, and provides successful technical support. This individual provides meaningful contributions to team efforts to enhance departmental effectiveness; acts creatively to prioritize tasks; interprets information; and applies technical knowledge to satisfy customer/client needs, IT Operations, and eGS objectives. This professional anticipates technology support issues, and creates solutions.

Responsibilities:

• Perform the installation, configuration and testing of complex eGS hardware and applications. Supervise/complete new hire processing (account requests, verification, and complex equipment configuration).
• Perform complex software and eGS applications troubleshooting and contact appropriate escalation points for problems. Supervise/provide complex off-site support for customer functions/meetings.
• Perform administrative tasks, such as resetting passwords. Perform back-up tape maintenance and backups with the supervisor. Perform network file server maintenance. Participate in network peer group conference calls.
• Build and maintain working relationships with eGS global office contacts. Work with the IT Operations organization to diagnose problems with Wide Are Network (WAN) routers and circuits, and assist with router/switch upgrades.
• Work independently on small projects and Lead project teams within the scope of the project or specialization.
• Assess the special needs of local area offices and respond appropriately.
• Respond to telephone inquiries concerning support requests, systems status, and network connectivity. Resolve hardware/software problems. Identify sources and trends of technical problems to prevent future occurrences.
• Serve as an escalation point for difficult problems and complex inquiries. Ensure client satisfaction. Serve as a backup to the supervisor.
• Participate in the development and administration of the software distribution scheduling and workflow process; administer distribution and inventory systems. Assist in the resolution of problems and the identification of potential software distribution issues.
• Assist in the maintenance of system hardware inventory modules, the distribution of reports, and the uploading of inventory information.
• Coordinate all Technology Support-related product and service support activities. Recommend ways to improve product and service support capabilities.
• Other duties as assigned.

Qualifications:
To qualify, candidates must have:

• a bachelor's degree in Computer Science or a related discipline; or equivalent work experience
• A+, Network+, and MCP certifications a plus
• approximately 4-6 years of experience in technology support with detailed technical knowledge of a functional specialty
• broad knowledge of/experience in end user computing and PC Workstation-based applications and hardware
• excellent communication, interpersonal, and organizational skills
• ability to effectively convey information to clients, management and staff members

eTelecare is one of the most honored delivery centers in the world with over 60 awards globally.

How to Apply

Online:

www.eTelecareCareers.com

eTelecare -- Our Growth. Your Opportunity.

*An offer of employment made to any candidate will be contingent upon the satisfactory results of a background check. The background check may include one or more of the following: education verification, employment verification, criminal check, sex offender registry check and drug screen.