We are looking for a friendly addition to our support center. As a Support Center Engineer, you will be part of the first line of support for our clients. It will be your job to answer phone calls, emails, and requests placed in our ticketing system from our clients. You will assist and troubleshoot issues remotely from our office, log tickets in our ticketing system, escalate issues needing on-site attention, and participate in a rotating on-call shift.

Our clients’ issues range from email not sending in Outlook to deploying new cloud-based work environments. We are looking for empathetic technicians who collaborate well in a team environment, who aren't afraid to take on new challenges and will provide white glove customer service to our clients.

Required Qualifications:

• Excellent written and oral communication skills 
• Required to work a flexible schedule that meets the needs of the business including overnights, evenings, holidays, weekends and call-in shifts (if permitted)
• Working knowledge of Windows 7/8/10, and Mac OS X 
• Can demonstrate troubleshooting and problem-solving skills 
• Knowledge of basic DNS and DHCP concepts 
• Knowledge of basic networking fundamentals
• Solid grasp of technical fundamentals 
• Ability to learn quickly 
• Passion for and curiosity about technology
• Ability to work between Saturday to Wednesday (normal working hours) 

Pluses, But Not Required:

• Able to configure Android and iOS mobile phones 
• Knowledge of Mac OS X Server and Windows Servers 
• Experience with remote assistance software like LogMeIn, Bomgar, and TeamViewer 
• Proficiency with applications/services like Zendesk, Microsoft Office, Office365, Google Apps, and Adobe Creative Suite 
• Previous positions in helpdesk or related tech service fields 
• Exposure to SDLC and Quality Assurance methodologies

About Intersection:

Intersection is a technology and media company committed to improving the urban experience at the convergence of digital and physical worlds.

Our unique set of assets focuses on leveraging emerging trends in technology to improve the quality of life in cities as well as create products to grow and develop businesses. With 12 offices, media in 60 markets, and 500+ people across the United States, we carry expertise in:

• Technology & Innovation
• Engineering
• Design
• Advertising & Media
• Strategy
• Data

Our work spans across a variety of markets in cities, government, mass transit, airports and airlines, cultural institutions, retail, and telecommunication providers.

Intersection is the lead company behind LinkNYC, the largest and most advanced public Wi-Fi and street furniture network in the world. By providing up to 10,000 communication hubs for City residents and visitors with free public Wi-Fi, access to communications, information, and municipal services across the City, Intersection aims to create an array of solutions to help make cities around the world more livable and connected.

Intersection is an Equal Opportunity Employer.