Technical Support Specialist - Level II

SUMMARY:

Technical Support Level 2 is responsible for maintaining a high degree of end user support for customers and ensuring outgoing products meet quality standards. This person will also provide initial phone and email contact support for customers, create tickets in the system and perform quality control and testing of customer equipment prior to shipment.

Responsibilities:

• Configures, installs, and troubleshoots PC systems and peripherals.
• Configures, installs, and troubleshoots Switches and Routers
• General knowledge of network and cybersecurity
• Provides helpdesk and technical support for customers online, via email and over the phone.
• Provides training, repairs, and preventative maintenance.
• Maintains a high degree of end user support ensuring equipment, software, communications, and training is sufficient for all end user needs.
• Configures and tests customer purchased equipment before shipment.
• Creates and manages tickets on the helpdesk system.
• Assists the Manager with network and communication projects.
• Develops strong understanding of company products sold, equipment, requirements, and objectives to ensure customers are provided with high quality support and satisfaction.
• Adheres to internal procedures and suggests improvements if needed.
• Provides weekend/afterhours emergency coverage when needed and scheduled.
• Maintains and projects professionalism when speaking/interacting with customers.
• Responsible for working according to the company’s safety and quality standards.
• Maintains a safe and clean work area.
• Performs other related duties as required and assigned.
• Maintains hardware and software inventory.
• Maintains help desk application to develop support activity database.
• Develops strong understanding of company operations, requirements, and objectives to ensure all IT operations support the corporate objectives.
• Trains and assist IT support specialists.
• Receives and resolves help desk tickets that Technical Support Level 1 employees cannot resolve.
• Adheres to internal IT Procedures and suggests improvements if needed.

Requirements/Experience:

• Bachelor of Science in Information Technology (BS) or its equivalent formal training.
• Previous Experience in IT & Customer Service
• Strong Troubleshooting and critical thinking skills
• Positive and professional demeanor
• Ability and interest in learning to support our ERP System

PHYSICAL DEMANDS/WORK CONDITIONS:

• Requires working indoors in environmentally controlled conditions.
• Requires dexterity and coordination to handle files and paper.
• Requires climbing on ladders when needed to accomplish tasks.
• Requires minimum reaching for items above and below desk level.
• Moving from place to place within the building to accomplish tasks.
• Requires strength, coordination, and vision to use keyboard and video display terminal for prolonged periods of time.
• Must be able to remain in a stationary position 50% of the time.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (within a few feet of the observer).
• Requires occasional lifting or files, stacks of paper, reference, and other materials up to 25 lbs.
• Repetitive hand movement and fine coordination including use of a computer keyboard.
• Requires traveling when needed.

About First Tactical:

At First Tactical our process is simple: We LISTEN to the needs of our customers, ENGINEER products with cutting edge materials, ask real operators to FIELD TEST in the most demanding situations and DEPLOY top-quality products at prices unseen in the industry.