DUTIES AND RESPONSIBILITIES:

*           Provide operational and technical support to franchisees in the network as it relates to all hardware and software systems.

*           Interact with the various MBE disciplines (Legal, Accounting, Corporate Accounts, Learning, and Operations, etc.) to assist in the resolution of center issues.

*           Utilize the resources at MBE's Global Home Office in providing personalized and convenient business solutions to operational questions from the network through regular communication via telephone, e-mail and other communication mediums.

*           Undertake special projects as assigned by the Technology Department and other departments as needed.

*           Develop, monitor, make changes / improvements and maintain the operational tools in use by the network.

*           Test software and hardware as required.

*           Troubleshoot, evaluate and provide solutions for:

             Software/hardware issues via telephone, fax, Internet (Web) and e-mail. Solutions may consist of remotely configuring, installing and replacing software/hardware.

              ICN/LAN for centers: WANNPN over broadband, dial up and VSAT connections: and Netscreen and Cisco VPN routers.

*           Maintain thorough knowledge of existing software programs, all changes incurred by updates or patches and new programs incorporated into the product line.

*           Maintain accurate logs of all interaction and status of pending issues in support database and be able to provide written or oral reports as requested.

*           Assist in the training of end users, and instruction documentation.

*           Travel may be required from time to time as needed by the learning, operations, or technology department.

QUALIFICATION REQUIREMENTS:

Education and/or Experience Required:

Minimum of two year prior experience in a similar help desk support role.

A+ Certification, Degree in MIS/Computer Science or equivalent experience is required.

Language Skills: Proficiency in the English language.

Other Skills and Abilities:

*           Excellent written and oral communication skills.

*           Excellent customer service skills.

*           Strong computer skills, including experience with Windows XP operating system.

*           Ability to establish rapport in a multilevel environment.

*           Must be able to effectively manage multiple customer issues concurrently.