Technical Support Specialist

Essential Duties and Responsibilities

• Manages the on-site timeline and deliverables for requested client scope of work
• Assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, DVR, NVR, Cameras, etc. on client’s premises
• Makes sure the Field Services Technician verifies correct system installation and operation
• Answers client questions about systems operation and diagnoses system hardware, software, and operator problems
• Teaches users how to use equipment, software, and manuals
• Works under general supervision with some independence
• Has moderate skills with high proficiency
• Suggests or performs minor fixes to fix problems
• Coordinates activities with help desks, network services, or other information systems groups
• Updates, reports status, and completes information to manager, problem request tracking system (ARC), and/or users, via voicemail, e-mail, or in-person communication
• Directs the replacement of defective or inadequate equipment
• Refers major hardware problems to service personnel for correction
• Ability to read, analyze, and interpret Job Specific SOW documents, technical procedures, or governmental regulations. Ability to write SOW documents based on completed project drawings and product manuals

Supervisory Responsibilities

• Directly supervises Field Installation/Service Technicians
• Validates skill sets, manages site times, and implements scope of work
• Plans, assigns, and directs work
• Applies performance evaluations, rewards, disciplines, and resolves issues

Education and/or Experience

• Associate's degree or equivalent from two-year college or technical school
• One to two years related field experience and/or training
• Or equivalent combination of education and experience in the CCTV Industry

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Computer Skills

• To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel Spreadsheet software, and Auto CAD 2013 & Visio 2013 Design software.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
APS strongly adheres to equal opportunity.