What are the responsibilities and job description for the Tech Support Technician (Tier 2) position at Exacom, Inc.?
Job Title
Technical Support Technician (Tier 2)
Job Type
Full-Time
Job/Office Location
Manchester, NH, United States
Essential Duties/Responsibilities
Desired Skills & Experience
Technical Support Technician (Tier 2)
Job Type
Full-Time
Job/Office Location
Manchester, NH, United States
Essential Duties/Responsibilities
Desired Skills & Experience
- The escalation point for issues being escalated from Tier 1 (resellers) and Field services
- Responsible for break/fix actions
- Effectively managing support tickets in a controlled ticket system
- Work continuously to increase Tier 1 product knowledge by reviewing escalated cases on a weekly basis
- Enhance internal technical knowledge base as new information comes to light
- Local installation of products (Typically within driving distance of Manchester NH)
- Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
- Stage computer hardware, software, and deploy images (Experience with Clonezilla, RAID setup, and drive partitioning is a plus)
- Ability to demonstrate strong analytical and problem-solving skills. Excellent written communication and verbal skills, as well as strong listening skills
- Ability to handle multiple priorities
- Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
- The ideal candidate will have a degree in IT or systems management with 2 years of experience
- Must have in-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN networking and IT network experience
- Experience with VoIP phone systems or P25 radio systems
- Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
- Experience in complex software systems
- Experience with general communication equipment
- Basic Microsoft Office skills
- Ability to lift 100 lbs
- Component-level soldering skills
- Shipping, receiving and data entry for inventory tracking as needed
- Must be fully vaccinated against COVID-19
