Support Technician - Tier 1

About the role

The main focus of the position is to provide first level technical support to users of Innovative Control Systems’ products and services. Trouble shooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems. Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

Responsibilities

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Good communication skills.
• Contributes to support team effort by accomplishing related results as needed.
• Identifies problem and course of action within time limit set by call priority.
• Notifies Floor Manager if COA hasn’t been achieved within allowable time limit.
• Follows schedule set forth by management.
• Available to work weekends and holidays on a rotating schedule.
• Available to work overtime as call volume demands.
• Ability to travel over night when called upon.
• Ability to train others.
• All miscellaneous duties delegated by Support Management.

Qualifications

• Education: Associates degree or equivalent from Two-year College or technical school or equivalent experience.
• Experience: Six months or more of directly related customer service experience and/or equivalent in-house training. Previous contact center experience, electrical or mechanical a plus.
• Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.
• Other: Good phone skills, outgoing personality, able to display empathy, can articulate well to various personality types.
• Working knowledge of MS Office, Fundamental knowledge of MS operating systems, Fundamental knowledge of networking principles, Fundamental understanding of troubleshooting and diagnostic processes.

Skills

• Behavior – Maintains a positive work atmosphere by behaving appropriately.
• Technical Skills – Identifies and resolves problems in a timely qualified manner. Strives to build knowledge base. Shares expertise with others.
• Troubleshooting Skills – Ability to identify root causes and problem resolution by identifying the problem, identifying the causes, identifying the solution.
• Customer Service – Empathizes with the client’s problem, and conveys a helpful attitude in all interactions. Demonstrated ability to handle direct customer interaction professionally.
• Oral/Written Communication – Speaks/Writes effectively in all situations.
• Teamwork – Contributes to a positive team environment.
• Diversity/Ethics – Treats all people with respect. Follows chain of command outlined by management.
• Motivation – Demonstrates persistence and overcomes obstacles.
• Attendance/Punctuality/Overtime - Consistently at work and on time; ensures management is informed when absent or tardy, completes scheduled shifts. Works overtime when requested.

Benefits

• Excellent benefits package with health, dental, vision, disability & life insurance.
• Paid time off, paid holidays as well as an on-site Cafeteria and Employee Fitness Center.

Schedule

• Available to work weekends and holidays on a rotating schedule.
• Available to work overtime as call volume demands.