Tier 2 Technician
Posting ID: JP-002659599
Description and Responsibilities
A Tier 2 Technical Support Specialist provides training and technical assistance to customers, both internally and externally. Team members will be responsible for being the first level of escalation support for Tier 1 support. The team will be responsible for creating tickets in ConnectWise and managing support activities through completion. This team will interact with all areas of Heartland, manufacturers, and partners, and be responsible for getting the appropriate resources involved to bring the case to resolution. This team will continuously add content to our knowledge base to ensure that we build a process that allows us to resolve recurring issues in an efficient manner. Requires interaction with clients and helping them resolve their technical issues through electronic medium such as email, phone and remote assistance. This position also trains clients to help them learn to use AIDC hardware or software applications.
• Customer Satisfaction
• Creating technical support cases via ticketing system
• Main contributor to knowledge base content and creation for internal and external
• Escalation path for Tier 1 support, responsible to work with manufacturers and customers to resolve escalated cases.
• On call after hour support on an as-scheduled basis may be required.
• Professional interactions with internal and external customers, manufacturers, etc.
• Work with Tier 3 to provide structured training sessions to Tier 1.
• Provide inbound phone queue support for Tier 1. • Create/Maintain documentation, including: o Troubleshooting tips o Customer/Internal FAQ’s o Resolutions to common issues to build knowledge base for customer portal
• Escalating cases as needed
Job Type: Full-Time
Job Pay: $50,000-$70,000 based on experience
Requirements • Experience working as a technical support specialist (three years minimum), including: o creating and managing incident (issue) problem tickets o using problem tracking software o using knowledge base to analyze and resolve customer problem tickets • Knowledge Base creation or equivalent documentation experience • Ability to multitask while staying focused • Ability to work in a team environment • Ability to work independently to create self-sufficiency • Flexibility with varying shift times between 8:00 AM – 7:00 PM CST • Continuing education through mandatory trainings from Tier 3, Manufacturers, and Business Partners • The ability to maneuver under desks and tables • The ability to successfully work within a fast paced, dynamic environment • The ability to work with and lift equipment up to 50 lbs. • Familiarity with office tools such as Microsoft Word, Excel, and Outlook • Travel up to 25% (onsite support, customer visits) • Vendor Specific Certifications o SOTI MobiControl Level 3 Certification o StayLinked Certified Engineer (Tier 3) o Cisco CCNA Route & Switch (or equivalent) o Cisco CCNA Wireless (or equivalent) o CWNP - Wi-Fi Admin (CWNA)
Preferred • 1-3+ years of computer hardware and software support within AIDC • 1-3+ years of network support within enterprise infrastructure • Experience with creating custom images to load devices and creating documentation for technicians to follow to replicate the loading process • Experience using Mobile Device Management software such as SOTI MobiControl, Wavelink Avalanche, or AirWatch for troubleshooting purposes. • Experience verifying software/equipment is properly configured and network connectivity is operational and correctly connected to network • Experience with ConnectWise CRM for use as a ticketing system • Experience providing phone technical support such that problems can be resolved by the help desk specialist taking the call • Experience working cooperatively with outside manufacturers and partners for troubleshooting, hardware and software via phone, email, or remote assistance.
Help desk, Troubleshooting, printer, scanner, zebra, honeywell, MDM
Top Skills Details:
Additional Skills & Qualifications:
Rare occasion that travel would be required to a customer site. but mostly likely won't ever happen.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Recruiter: Jean Chambers
Phone: (410) 579-3072