What are the responsibilities and job description for the Technical Support Specialist position at Alpha?
Summary
The Technical Support Specialist handles customer issues involving all of Alpha’s Digital Signage solutions and related equipment. These issues may be complex involving application setup, administration, and availability with a focus on the following technologies, Windows Server, workstations, basic networking, MS-SQL and IIS. The Support Specialist will work with his/her Support team members and other resources to identify and resolve more difficult issues with the digital signage applications to identify defects, develop application workarounds and resolve customer issues related to use. Issues will be entered in a call database and tracked through to resolution.
Responsibilities
The Technical Support Specialist handles customer issues involving all of Alpha’s Digital Signage solutions and related equipment. These issues may be complex involving application setup, administration, and availability with a focus on the following technologies, Windows Server, workstations, basic networking, MS-SQL and IIS. The Support Specialist will work with his/her Support team members and other resources to identify and resolve more difficult issues with the digital signage applications to identify defects, develop application workarounds and resolve customer issues related to use. Issues will be entered in a call database and tracked through to resolution.
Responsibilities
- Handling incoming telephone calls and electronically reported issues from customers.
- Accurately describing and maintaining status of each issue entered in a call tracking database.
- Analyzing, testing, and resolving digital signage & IPTV software defects, administration issues and end user training issues, working directly with customers. Engage digital signage & IPTV Services and Development staff as appropriate to bring issues to resolution.
- Resolving complex issues involving Windows Servers, workstations, networking, LDAP, MS-SQL, and IIS
- Comfortable with remote access technologies such as TeamViewer, VNC, Bomgar, Putty.
- Assisting in rolling out system updates, with participation in the change control process.
- Developing knowledge of digital signage & IPTV software products and new system updates, as they become available.
- Tracking customer assets, and updates, in call tracking database.
- Ability to work an 8-to-9-hour shift on a rotating schedule.
- After hours coverage for critical software issues as needed and participation in 24x7 on-call schedule.
- Assist with the management and maintenance of various internal and externally facing windows-based servers.
- Properly manage customer expectations and customer relationships within the boundaries dictated by policy and process.
- Help maintain the FAQ database, and independently contribute to the knowledge base.
- Assist with testing newly released software packages and updates.
- All other duties as assigned and deemed appropriate.
- Occasional evening and weekend work
- On call duty for support purposes, includes nights and weekends.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Previous experience supplying customer support for an organization that delivered web-based enterprise applications, digital signage applications or content management systems.
- Excellent problem solving and troubleshooting skills.
- Ability to prioritize and assign or inherit tasks as they are reported to the help desk.
- Experience using a call tracking system.
- Excellent written, verbal and listening communication skills.
- Documentation skills including MS Office experience (Excel, Outlook, Project, Word, Teams).
- Show a willingness to learn and adapt while presenting ideas or solutions.
- Knowledge of IPTV, A/V theory and IP networking.
- Maintain positive attitude.
- Maintain professionalism.
- Organizational, logistical, and analytical skills
- Show a solid understanding of Alpha values, practices, standards, and procedures.
- Resourceful.
- Ability to solve unusual or unexpected problems.
- Computer/network administration and theory demonstrated through education and 2-4 years related work experience.
- Knowledge of Scala, TriplePlay, Tightrope, Savi or other digital signage platforms.
- High school diploma or equivalent. Two-year technical degree in computer/network administration or relevant work experience preferred.
- Proficient with Microsoft Office, including Word, Outlook, Excel, and Teams.
- Basic Windows Administration Skills.
- Basic Network Administration Skills.
- Basic Database Administration Skills.
- Valid driver’s license required.
- 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.
