Continental Services Group, an established and stable biotechnology company focusing on the collection and manufacture of blood and blood components as raw material for diagnostic and research use in the medical field, is looking for support technicians of any skill-level to assist in the support of internal end-users as we continue to serve our local communities while simultaneously growing our commitments to the global healthcare system.

Responsibilities:

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned

Qualifications:

• Excellent English verbal and written communication skills, Spanish a big plus.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient in Microsoft Windows, Linux, MacOS, IOS, and Android skills a plus
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• At least three years of experience in customer technical support highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Technologies in Use:

• Windows Desktop Versions 10/11
• Windows Server 2012
• Microsoft Office
• Remote Desktop
• MSSQL Server
• Google GSuite
• MariaDB
• Debian Linux (RHEL, Ubuntu, Raspbian)
• MacOS
• Watchguard Firewalls
• NetGear Switches
• TP-Link Wifi
• SAGE 100
• Safari / Chrome / Firefox / Edge Web Browsers

Avaya VOIP solution