Careers at InterNoded
Messaging / Wireless Support Help Desk
InterNoded is currently seeking a dynamic individual to focus on BlackBerry and Windows Mobile messaging support, and will expand to offer support for other InterNoded offerings over the coming months.
Essential Knowledge and Skills:
- Have at least 1 year experience in an IT support or technology role.
- Have familiarity with BlackBerry handhelds and/or wireless messaging concepts a plus
- Experience supporting Microsoft Windows and common web browser software platforms.
- Experience with operation of standard Internet services (HTTP, SMTP, POP3, etc)
- Have experience working in an IT support role or with an IT HelpDesk team.
- Have a flexible schedule (including the ability to work 3rd shift and/or weekends) and participate in an on-call rotation as needed.
- Excellent customer service skills and telephone etiquette.
- Excellent written and verbal communication ability.
- Ability to work independently and in a team environment in a fast-paced, fast-growing organization.
- Willingness to learn and be self-motivated.
- Possess a positive outlook and willingness to learn and help others.
- Ability to prioritize and multi-task.
- Ability to analyze and resolve problems, recognize and recommend preventive activity to avoid similar issues in the future, and implement solutions.
Essential Duties:
- Provide escalation support for messaging or BlackBerry problems to customer's end users, technical contacts, and HelpDesk personnel.
- Provide end-to-end support for the processes required to bring new Mobile customers live with InterNoded's Mobile Device Manager.
- Work collaboratively with users to resolve messaging, handheld synchronization, handheld provisioning, and accessibility problems.
- Diagnose, identify, troubleshoot, and resolve problems via phone support.
- Carefully track and document inbound support requests, troubleshooting activity and resolution activity within InterNoded's HelpDesk problem management software.
- Maintain and update InterNoded's Support Knowledge Base.
- Administer BlackBerry users via the BlackBerry Management tool (adds, deletes, changes, troubleshooting).
- Administer Domino or Exchange users via the appropriate messaging environment management tools.
- Run reports from the problem management software for customers when necessary.
Desired Experience:
- Experience supporting Lotus Notes and/or Microsoft Outlook email client.
- Experience supporting or administering BlackBerry Enterprise Server
- Experience supporting or administering Lotus Domino or Microsoft Exchange Server
