ScanSource · 9 hours ago
Tech Support Analyst - Cisco
Greenville, SC
Full-time
Onsite
Mid, Senior Level
$55K/yr - $60K/yr
5+ years expScanSource is a company that provides technical expertise to internal and external customers. The Tech Support Analyst role involves offering pre- and post-sales technical support, troubleshooting hardware and software issues, and providing demonstrations and installations as needed.
HardwareTelecommunicationsWholesale
Responsibilities
Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technologies
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
Determines whether problem is caused by hardware or software
Handles problem recognition, research, isolation, resolution and follow-up for routine and complex problems
Logs and tracks calls using problem management database, and maintains history records and related problem documentation
Calls software and hardware vendors to request service regarding defective products
Provides demonstrations of hardware and/or software as needed; installs hardware, software, and peripheral equipment to duplicate customer problems; performs product testing; produces documentation for internal and external use; attends training
Consults with customers to recommend solutions and/or configuration changes
Other duties as assigned
Regular attendance is an essential function of the Technical Support Analyst position
This position may require work hours outside normal operating hours
Qualification
Required
Must be familiar with Cisco Unified Collaboration. WebEx / CUCM / Video Endpoints and Infrastructure and Control Hubs
Must be Cisco CCNA Certified (preferably in Collaboration)
5 years experience in Video and Voice Technology
Help desk experience
Willingness to participate in Afterhours Support program
Willingness and Ability to work outside of regular scheduled shift hours
Customer service experience, both in person and over the phone
Ability to speak English plainly and to be easily understood over the phone
Ability to understand spoken English, both technical and colloquial
Ability to learn quickly
Experience with IP networks and networking
Preferred
Experience with communications concepts and technologies
Experience with business data products and services
SAP Experience
Benefits
Medical/dental/vision coverage
Life insurance
401(k) plan with matching provision
128 hours of paid time off (PTO) each calendar year (prorated for date of hire)
10 paid company holidays
Company
ScanSource
ScanSource is a wholesale distributor of technology products and solutions.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1994-03-18IPO
Leadership Team
Mike Baur
CEO
Mary Gentry
Senior Vice President, Finance and Treasurer
Recent News
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2026-02-05
Business Wire
2026-02-05
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