Android Support Specialist Needed, Tier II (Upper East Side, NYC) New York City

This role requires someone passionate about technology, from Android devices to wireless connectivity. Hacked your own Android phone? This may be the role for you.

The Android Support Specialist will be answering questions and providing direction to ensure all technical and non-technical members of the Service Center are able to diagnose and resolve issues.


Responsibilities of the Android Support Specialist, Tier II:

Helping customers solve technical issues with our tablets, software and related apps
Developing customer-facing documentation for our website and knowledge base on an as-needed basis
Work with the incident manager and operations teams to identify recurring and systematic issues
Provide support to new implementations through initial configurations, troubleshooting, and initial provisioning of administrators
Communicating customer needs and wishes to our development and engineering staff
Participate actively in shaping support systems- namely issue tracking, escalation, resolution, and reporting
Interacting with service center agents (Tiers 1+2), as well as product and system engineers
Work with Service Center leadership to educate Tier 1 and Field support staff about our product for new employees or to update existing employers on changes

Basic Qualifications of the Android Support Specialist, Tier II:

Excellent understanding of the technical fundamentals of the Internet. You should have a solid knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as traceroute, ping, and dig
Strong communication skills, especially the ability to describe technical concepts in simple, clear terms
The ability to be a good listener, and to really understand a customer problem or question and help them solve it
Excellent writing skills. Most of your work will be written (email, documentation, etc.).
2-3 years previous experience in a technical support role

Preferred Qualifications of the Android Support Specialist, Tier II:

BS or MS in Computer Science
In-depth familiarity with WiFi
Experience in K-12 Education
Background in an IT support function
A strong understanding of Linux and/or Android
Knowledge regarding at least one scripting language (Python, Ruby, Perl, etc)

Apply Here: http://ch.tbe.taleo.net/CH14/ats/careers/requisition.jsp?org=WIRELESSGENERATION&cws=1&rid=3470

Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

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