Customer Service Rep III

• Perform military base-level communications coordination efforts telephonically in support of hardware and application implementation, address security issues as identified, and maintain the appropriate information in the automated trouble ticket system. 
o Identify infrastructure requirements and require facility personnel to install infrastructure components as directed by the Project Manager. 
• Provide telephonic support to installation team during the implementation of new software and hardware components. 
• Perform troubleshooting of issues that occur during and after implementation. 
o Telephonically support the user community by troubleshooting network connectivity issues with base facility infrastructure teams. (centralized dial devices, routers, and firewall administration devices) 
o Follow procedural guidelines to respond to and/or research customer problems. 
• Provide support for additions, relocations, upgrades, and removal of DEERS and RAPIDS systems and servers. 
• Demonstrate 
o Knowledge of the Windows 7 and Windows 10 desktop environment 
o Knowledge with all network hardware configurations for users of the customer’s database to include the topology, server and workstation hardware platforms, and associated peripherals relative to the applications 
o Strong customer service skills and experience with troubleshooting leased line problems. 
o Expertise to perform IP packet analysis to determine network errors and/or conflicts. 

• Knowledge of data communications protocols and utilities (TCP/IP) and possess the ability to perform rudimentary packet analysis. 
• Knowledge of LAN/WAN hardware components (routers, switches, DSU/CSU, Cat5) 
• Strong working knowledge of the Windows 7 and Windows 10 desktop environment 
• Strong working knowledge of PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware) 
• Strong working knowledge of Leased line fault isolation 
• 2 years experience using ticketing system applications 
• Demonstrate strong customer service skills and prior experience with troubleshooting leased line problems required. 
• High School Graduate, or equivalent 
• Ability to type 25 words per minute 
• Punctual 
• Reliable 
• Demonstrated strong verbal and written communication skills 
• Ability to multi-task 
• Effective listening skills 
• Prior customer service experience – 6 months 
• Security certification is a plus,