 Timely, accurate and positive response and resolution to customer’s technical support needs and questions.  Proper triaging and escalation of tickets beyond scope of expertise.  Completely and accurately assisting with configured services for customers.  Properly test and troubleshoot hardware prior to defective return and test returned RMA’s for issues/problems etc.  Assistance with provisioning of phones and configuring IP PBXs.  Test new products in a lab environment per project assignments.  Manage lab and inventory of equipment assigned to lab.