What are the responsibilities and job description for the Tech Support Specialist position at Bennett Motor Express?
Objectives:
Monitor, maintain, and support hardware and software while presenting superior customer service for both local (Home Office) and remote (Company Offices, Agents, and Drivers) users.
Job functions:
- Primary Contact for support issues
- Input all incoming support requests into system
- Assist in Asset management & procurement
- Assist System Administrators and Level 2 Tech Support
Essential Job Activities:
- Create Incident tickets from incoming Emails and Phone calls in our Ticket management system (Zendesk).
- Work on and resolve Incident tickets.
- Escalate Incidents to proper Level 2 Tech Support when solution cant be found.
- Assist customers with installation of Apps on mobile devices.
- Handle password resets for internal applications.
- Install & Configure Hardware
Physical Activity:
- Must be able to lift 50 lbs
- Light to Medium manual duties (ex. retrieve packages, carry equipment)
- Rare instances of Heavy manual duties (ex. Move machines for depts, installations)
Equipment Use:
- Cutting tools (Wire, box, etc)
- Hand trucks
- Motor vehicle(s)
- Ladders
- Electronic Scanners & Readers
- Server & Network Equipment
Environmental Conditions:
- Mainly Indoor with trips to and from Outdoors
