Technical Support 2

Summary

The Technical Support Level 2 is responsible for maintaining a high degree of end user support for customers and ensuring outgoing products meet quality standards. This person will also provide initial phone and email contact support for customers, create tickets in the system and perform quality control and testing of customer equipment prior to shipment.

Essential Duties and Accountabilities

Technical Support Level 2

1. Configures, installs and troubleshoots PC systems and peripherals.

2. Configures, installs and troubleshoots Switches and Routers

3. General knowledge of network and cybersecurity

4. Provides helpdesk and technical support for customers online, via email and over the phone.

5. Provides training, repairs and preventative maintenance.

6. Maintains a high degree of end user support ensuring equipment, software, communications and training is sufficient for all end user needs.

7. Configures and tests customer purchased equipment after shipment.

8. Creates and manages tickets on the helpdesk system.

9. Assists the Manager with network and communication projects.

10. Develops strong understanding of company products sold, equipment, requirements and objectives to ensure customers are provided with high quality support and satisfaction.

11. Adheres to internal procedures and suggests improvements if needed.

12. Provides weekend/afterhours emergency coverage when needed and scheduled.

13. Maintains and projects professionalism when speaking/interacting with customers.

14. Responsible for working according to the company’s safety and quality standards.

15. Maintains a safe and clean work area.

16. Performs other related duties as required and assigned.

17. Maintains hardware and software inventory.

18. Maintains help desk application to develop support activity database.

19. Develops strong understanding of company operations, requirements and objectives to ensure all IT operations support the corporate objectives.

20. Trains and assist IT support specialists.

21. Receives and resolves help desk tickets that Technical Support Level 1 employees cannot resolve.

22. Adheres to internal IT Procedures and suggests improvements if needed.

Qualifications

Technical Support Level 2

• Bachelors of Science in Information Technology (BS) or its equivalent formal training.

Physical Demands and Working Conditions

• Requires sitting for a prolonged period of time.
• Requires dexterity and coordination to handle files and paper.
• Requires climbing on ladders when needed to accomplish tasks.
• Requires occasional lifting of files, stacks of paper, reference and other materials up to 25 lbs.
• Requires minimum reaching for items above and below desk level.
• Moving from place to place within the building to accomplish tasks.
• Requires strength, coordination and vision to use keyboard and video display terminal for prolonged periods.
• Requires traveling when needed.