Technical Support Specialist

As a member of the Fellowship Technologies Technical Support Services team you will be responsible for responding to our clients’ questions and/or issues as it relates to application performance. In this role you will be asked to:

• Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
• Document network problems and resolutions for future reference
• Work with client churches to resolve reports of slow application performance
• Define and document infrastructure best practices for optimal performance of Fellowship One
• Go on site to work with churches reporting slow performance and application issues as needed
• Work with portable churches on setup of broadband wireless
• Troubleshoot issues related to email sending and delivery
• Work closely with the Data Center and Database teams to manage issues related to application performance

Required Skills/Experience:

• BA/BS Degree
• 2-6 years experience in Information Technology
• Exemplary written and verbal communication skills
• Self motivated and committed to excellence
• Ability to multi-task and perform effectively under pressure
• Demonstrated, strong interpersonal skills
• Strong desire to work closely with both customers and internal employees
• Eager to work within a strong Christian atmosphere
• Working knowledge of Windows based operating systems (XP, Vista) and MAC based operating systems (OSX, Leopard)
  - Ability to troubleshoot OS related issues concerning peripherals and network connectivity
  - Ability to manage OS user account permissions and acces
  - Understanding of OS configured firewalls
• Working knowledge of Microsoft Office applications
• Working knowledge of Internet browsers including Internet Explorer and Mozilla Firefox
• Working knowledge of TCP/IP networking protocols
• Working knowledge of networking technologies including routers, hubs, switches, firewalls, and wireless access points and other networking devices
• Basic knowledge of Broadband technologies
  - Understanding of DHCP and configuration
  - Understanding of network layout and how networking devices connect
  - Understanding of different types of wireless protocols and the advantages and disadvantages of each
  - Understanding of “consumer” grade networking hardware and “professional” grade networking hardware and the proper situations for each type
• Working knowledge of SMTP mail protocol
  - Be able to decipher general SMTP error messages and determine their cause
  - Be familiar with SMTP Spam filters and their workings
  - Be able to instruct users on how to “white list” Fellowship One emails to ensure delivery