What are the responsibilities and job description for the Technical Support Specialist, Tier 1 position at Alpha Video & Audio Inc?
The Tier 1 Technical Support Specialist serves as the first point of contact for customers, providing frontline support, advanced troubleshooting, and ticket resolution for Alphas Digital Signage solutions. This role involves resolving technical issues, assisting with application setup, administration, and availability, and supporting various technologies, including Windows Server, workstations, networking, MS-SQL, and IIS.
As part of the Service & Support Team, the Specialist works closely with team members and internal resources to diagnose and resolve issues, track defects, and ensure customer satisfaction. Issues are logged in a call database and monitored through resolution to maintain service efficiency and compliance.
Responsibilities
Technical Escalations & Problem-Solving
Handle incoming support calls and electronically reported issues, ensuring accurate documentation in the call tracking system.
Perform advanced troubleshooting and root cause analysis for software, hardware, and networking issues.
Analyze, test, and resolve digital signage & IPTV software defects, system administration issues, and end-user training concerns.
Troubleshoot complex issues related to Windows Servers, workstations, networking, LDAP, MS-SQL, and IIS.
Utilize remote access tools such as TeamViewer, VNC, Bomgar, and Putty to diagnose and resolve issues.
Assist in system updates and change control processes to ensure minimal disruption to operations.
Maintain accurate records of customer assets and updates in the call tracking database.
Support the management and maintenance of internal and externally facing Windows-based servers.
Set clear expectations with customers, ensuring professional relationship management within company policies and processes.
Assist in testing newly released software packages and updates to identify potential issues before deployment.
Team Training & Knowledge Management
Contribute to and maintain the FAQ database and internal knowledge base.
Support the development of internal processes to improve team efficiency and customer experience.
Service Coverage & Availability
Work a rotating shift schedule, ensuring 8- to 9-hour shift coverage.
Participate in after-hours coverage and the 24x7 on-call rotation to support critical issues as needed.
Perform additional duties as assigned to support service operations.
Requirements
Availability for occasional evening and weekend work.
Participation in on-call support, including nights and weekends.
All other duties as assigned and deemed appropriate.
Qualifications
To perform this role successfully, the individual must demonstrate the ability to perform each essential duty effectively. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Skills & Experience:
Experience providing technical support for web-based enterprise applications, digital signage platforms, or content management systems.
Strong problem-solving and troubleshooting skills.
Ability to prioritize, assign, and manage tasks within the help desk system.
Proficiency in using a call tracking system for issue documentation and resolution tracking.
Excellent written, verbal, and listening communication skills.
Strong technical documentation skills, including experience with Microsoft Office Suite (Excel, Outlook, Project, Word, Teams).
Ability to learn new technologies quickly and adapt to changing technical environments.
Foundational knowledge of IPTV, A/V theory, and IP networking.
Professional demeanor with a positive attitude and strong team collaboration skills.
Organizational, logistical, and analytical problem-solving skills.
Understanding of Alphas values, practices, standards, and procedures.
Basic Windows, Network, and Database Administration Skills.
Preferred Skills & Experience:
24 years of related work experience in computer/network administration or technical support.
Experience working with digital signage platforms (e.g., Scala, TriplePlay, Tightrope, Savi).
Familiarity with Q360 ERP systems.
Basic experience with SQL and database management.
Education & Certifications
High school diploma or equivalent required.
2-year technical degree in computer/network administration or relevant work experience preferred.
Valid drivers license required.
Physical Demands:
Remaining in a stationary position, often sitting for prolonged periods.
Ability to lift, push, or carry up to 25 lbs.
Ability to enter text or data into a computer or other machine by means of a traditional keyboard or 10-Key.
Clarity of vision at approximately 20 inches or less (that is, working with small objects or reading small print), including use of computers.
Ability to accurately determine color and distinguish between colors.
Ability to express or exchange ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
The ability to hear, understand, and distinguish speech both in person, by telephone or other technology.
As part of the Service & Support Team, the Specialist works closely with team members and internal resources to diagnose and resolve issues, track defects, and ensure customer satisfaction. Issues are logged in a call database and monitored through resolution to maintain service efficiency and compliance.
Responsibilities
Technical Escalations & Problem-Solving
Handle incoming support calls and electronically reported issues, ensuring accurate documentation in the call tracking system.
Perform advanced troubleshooting and root cause analysis for software, hardware, and networking issues.
Analyze, test, and resolve digital signage & IPTV software defects, system administration issues, and end-user training concerns.
Troubleshoot complex issues related to Windows Servers, workstations, networking, LDAP, MS-SQL, and IIS.
Utilize remote access tools such as TeamViewer, VNC, Bomgar, and Putty to diagnose and resolve issues.
Assist in system updates and change control processes to ensure minimal disruption to operations.
Maintain accurate records of customer assets and updates in the call tracking database.
Support the management and maintenance of internal and externally facing Windows-based servers.
Set clear expectations with customers, ensuring professional relationship management within company policies and processes.
Assist in testing newly released software packages and updates to identify potential issues before deployment.
Team Training & Knowledge Management
Contribute to and maintain the FAQ database and internal knowledge base.
Support the development of internal processes to improve team efficiency and customer experience.
Service Coverage & Availability
Work a rotating shift schedule, ensuring 8- to 9-hour shift coverage.
Participate in after-hours coverage and the 24x7 on-call rotation to support critical issues as needed.
Perform additional duties as assigned to support service operations.
Requirements
Availability for occasional evening and weekend work.
Participation in on-call support, including nights and weekends.
All other duties as assigned and deemed appropriate.
Qualifications
To perform this role successfully, the individual must demonstrate the ability to perform each essential duty effectively. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Skills & Experience:
Experience providing technical support for web-based enterprise applications, digital signage platforms, or content management systems.
Strong problem-solving and troubleshooting skills.
Ability to prioritize, assign, and manage tasks within the help desk system.
Proficiency in using a call tracking system for issue documentation and resolution tracking.
Excellent written, verbal, and listening communication skills.
Strong technical documentation skills, including experience with Microsoft Office Suite (Excel, Outlook, Project, Word, Teams).
Ability to learn new technologies quickly and adapt to changing technical environments.
Foundational knowledge of IPTV, A/V theory, and IP networking.
Professional demeanor with a positive attitude and strong team collaboration skills.
Organizational, logistical, and analytical problem-solving skills.
Understanding of Alphas values, practices, standards, and procedures.
Basic Windows, Network, and Database Administration Skills.
Preferred Skills & Experience:
24 years of related work experience in computer/network administration or technical support.
Experience working with digital signage platforms (e.g., Scala, TriplePlay, Tightrope, Savi).
Familiarity with Q360 ERP systems.
Basic experience with SQL and database management.
Education & Certifications
High school diploma or equivalent required.
2-year technical degree in computer/network administration or relevant work experience preferred.
Valid drivers license required.
Physical Demands:
Remaining in a stationary position, often sitting for prolonged periods.
Ability to lift, push, or carry up to 25 lbs.
Ability to enter text or data into a computer or other machine by means of a traditional keyboard or 10-Key.
Clarity of vision at approximately 20 inches or less (that is, working with small objects or reading small print), including use of computers.
Ability to accurately determine color and distinguish between colors.
Ability to express or exchange ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
The ability to hear, understand, and distinguish speech both in person, by telephone or other technology.
