PRODUCT SUPPORT REPRESENTATIVE

University of Missouri-Columbia; Columbia Township (MO); On-site; USD 40,000 - 76,000; Full time

Job summary

University of Missouri-Columbia is seeking a Product Support Representative to provide Tier 1 support for MOREnet member services. You will troubleshoot networking issues (routing, wireless, switching) and assist with questions from general inquiries to advanced troubleshooting of content filtering and knowledge databases.

Expect ongoing training for MOREnet services, occasional travel to member locations, and collaboration with team members and stakeholders on service support analyses and

Qualifications

• Bachelor's degree in IT-related field or demonstrable equivalent IT experience.
• 1 year of support experience required with one or more: LAN troubleshooting, Content Filtering, Firewalls configuration, Google and/or knowledge Database administration.

Responsibilities

• Provide Tier 1 support for MOREnet member services.
• Troubleshoot networking issues including Routing, Wireless and Switching questions.
• Assist members with general inquiries to advanced troubleshooting for Content Filtering and Knowledge Databases.
• Assess requests and route to other MOREnet departments when outside of primary scope.
• Interact with team members and stakeholders on issues, training, and service projects.

Skills

LAN troubleshooting

Content Filtering

Firewalls configuration

Knowledge databases administration

Google services familiarity

Education

Bachelor's degree in IT related field

Tools

TEAMS

ZOOM

Job description

Hiring Department

MOREnet

Job Description

This position provides Tier 1 support for MOREnet's member services for K-12, Higher Ed, Public Libraries, Non-Profits & State entities.

This position requires the use of various tools like MyMOREnet, Eagle-eye, NetFlow, MRTG, etc. to assist members with trouble shooting networking problems, Including Routing, Wireless and Switching questions.

This position provides assistance and resolution for our members with questions ranging from general enquiries to advanced troubleshooting for Content Filtering, Knowledge Databases and related services.

This position will require recurrent training as needed for support of MOREnet services.New Member services will occasionally be added to the support portfolio.

This position requires assessment of member requests and as appropriate, routing requests, that are outside of primary position scope, to other MOREnet departments.

Good communication skills are required.The successful candidate will be expected to interact with team members and stakeholders on an ongoing basis with respect to issues, required training, service support analysis and special projects.

Given the nature of technology, a willingness to embrace new products and service methods is critical.

Other Duties may occasionally be assigned and could possibly require travel to member locations

Shift

Monday - Friday, 8am - 5pm

Minimum Qualifications

A Bachelor's Degree with a Major in an IT related field or demonstrable equivalent IT experience. 1 year of support experience is required with one or more of the following: LAN troubleshooting, Content Filtering, Firewalls configuration, Google and/or knowledge Database (like EBSCO) administration.

Preferred Qualifications

Technical familiarity with video conferencing services like TEAMS, ZOOM is preferred

Anticipated Hiring Range

Salary Range: $40,040.00 - $76,000.00 Commensurate with experience

University Title: Product Support Representative

Internal applicants can determine their University title by accessing the Talent Profile tile in myHR.

Sponsorship Information

Employment visa sponsorship is not available for this position.

Benefit Eligibility

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/departments-staff/human-resources/benefits-retirement

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer.

To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278.