What are the responsibilities and job description for the Technical Support Specialist position at Advanced Project Solutions (APS)?
Technical Support SpecialistMadison, WI Department: ServiceSupervisor: Service ManagerJob Type: Full-time Summary:Directs the installation, maintenance and modifications and minor repairs to CCTV hardware and software systems and provides technical assistance and training to system users by performing the following duties. Essential Duties and Responsibilities:
- Manages the on-site timeline and deliverables for requested client scope of work
- Assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, DVR, NVR, Cameras, etc. on client’s premises
- Monitors the Field Services Technician to verify correct system installation and operation
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software and operator problems
- Instructs users in use of equipment, software and manuals
- Works under general supervision with latitude for independent judgment
- Displays moderate skills with high level of proficiency
- Recommends or performs minor remedial actions to correct problems
- Coordinates activities with help desks, network services or other information systems groups
- Provides updates, status and completion information to manager, problem request tracking system (ARC), and/or users, via voicemail, e-mail or in-person communication
- Directs the replacement of defective or inadequate equipment
- Refers major hardware problems to service personnel for correction
- Ability to read, analyze and interpret Job Specific SOW documents, technical procedures or governmental regulations. Ability to write SOW documents based on completed project drawings and product manuals
- Ability to define problems, collect data, establish facts and draw valid conclusions
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables