This role concentrates on the design of infrastructures including servers, storage, workstations, middleware, non-application software, networks, and the physical facilities that support the applications and business processes required by internal teams

Assist customers through chat, phone and ticketing system with issues arising regarding their Linux/VmWare and Windows servers. Issues may be related to but not limited to storage(ISCSI/Object/NFS), hardware, software, FTP, API, Networking, as well as assisting them in regards to their customer portal issues, and their specific control panel (cPanel/Plesk)Monitor the systems, processing unit, memory storage, network, etc and identify technical defects.

Assist customers over the phone and via email for issues relating to proprietary POS hardware and software configurations and troubleshooting in a Windows environment.Setup over the phone and via email network configurations, router and firewall configurations.Assist customers with issues include but not limited to LAN connectivity, printer connectivity, printing issues, hardware failure, file permission issues, TCP/IP configuration, DNS issues, backups and SQL database issues.Correspond with the System Analyst on software issues that are not able to be fixed by Tier 1 or Tier 2 agents as needed.

Provide support to customer calls on the more complex service issues. Serve as a liaison between the customer and various departments to troubleshoot and resolve local network problems Coordinate resolutions with the NOC and GNOC and report updates to the customerTroubleshoot issues of LAN's OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configurationAssist customers with high-speed data and Digital Phone service and may handle some billing, video and on-demand service concerns Communicated problems as appropriate to management, Road Runner local help desk staff, and Road Runner national help desk staff, heavy usage of Electronic correspondence, including but not limited to Online Support Systems(O.S.S) tickets, Help/RR-Comments e-mail/Network status reports, VoIP tickets

Assist customers with questions regarding sunless spray tan booths Mystic and Versa)Entered all customer information into online database and communicated internally and externally via phone or email enter orders into Great Plains ordering program as needed for customers for partsCreated XML files for the internal software of the VersaSpa Pro booth, which decreased customer callback levels by 80%