Technical Support Technician II

US-TX-Carrollton
Job ID
2017-1488
# of Openings
1
Category
Installation, Maintenance, and Repair

Overview

 

JOB SUMMARY

Technical Operations Technicians are required to handle incoming Field Tech calls and provide detailed initial troubleshooting and problem resolution.  Technicians will be trained on all functionality of Securus systems, applications and third party systems.  Technical Operations Technicians are responsible for accurately generating and documenting tickets within the ticket tracking system.  Technical Operations Technicians are responsible for keeping the customer updated throughout the repair and obtain facility closure authorization if they are able to resolve the customer issue and are the ‘owner’ of the ticket.  If unable to resolve the issue within the outlined service level objectives, each technician is required to provide the necessary preliminary information for escalation to the Technical Support Escalation Specialist to carry out his/her troubleshooting/resolution responsibilities.  The ownership of the ticket will be passed to the Technical Support Specialist when the ticket is escalated to the next level.  Technical Operations Technicians are to serve as mentors and backup support to the Technical Assistance Technicians. It is the responsibility of every technician to make sure every problem reported to them is addressed and resolved within the defined service level agreement of the customer contract. 

This role requires an individual who has organization skills, highly energetic, must pay attention to detail, able to look at the big picture, a team player, customer service driven, business minded and results driven with ambition to succeed in a 24x7x365 environment.  Flexible schedules require availability for nights and weekends including unplanned and unscheduled overtime. 

Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS

  • Respond to incoming Field Technician calls. 
  • Responsible for accepting and /or assisting in problem analysis from Technical Assistance Technicians.
  • Must be able to perform the duties of Technical Assistance Technicians and serve as mentors.
  • Accurately document trouble tickets in a timely manner including root cause, problem analysis and steps to final resolution.
  • Provide remote support to Field Technicians in order to fully resolve problems in the field.
  • Proactively maintain and scrub every system each time a troubleshooting event occurs including ticket history. 
  • Periodically update customers on open issues providing ETA of resolution when ownership is at the Technical Operations Technician level. 
  • Ensure resolution confirmation is obtained from the customer before closing tickets.
  • Responsible for Big Brother, Orion and E-Imports systems monitoring and resolution of alarms.    
  • Must follow all department policies and procedures including escalation process and response times.  
  • Perform other duties as needed which are directed by the business needs of the service organization and assigned by management.
  • Responsible for completing training as assigned by management and Training Department, as well as, selecting training courses that will improve individual skill set through Securus University.                     

ACCOUNTABILITIES

  • Technicians are responsible for accurately entering and maintaining trouble tickets on a daily basis.
  • Documentation should contain proper contact and email information, as well as, an alternate contact
  • Provide up to date status, actions taken, resolution notes, root cause and customer approval prior to closure. 
  • Each technician is responsible for following up with the customer on problems, as well as, follow designated escalation process and response times for tickets they retain ownership on.
  • Technicians are also responsible for meeting the company customer service level objectives.
  • Technicians are responsible to adhere to corporate policies
  • Must exhibit all of the company’s cultural attributes.
  • Technicians are responsible for meeting individual and team goals and Key Performance Indicators (KPI)
  • Technicians obligated to follow instructions, processes, procedures & Wiki articles as outlined

Qualifications

QUALIFICATIONS
  • High school education or equivalent.
  • 3+ years experience in a technical support environment providing support for external desktop and network customers
  • Understanding of networks, router and servers.
REQUIRED
  • Experience in direct customer support with Microsoft Operating System.
  • Experience supporting Linux/UNIX/QNX and SQL.
  • Experience supporting POTS and DSL circuits.
  • Desktop, server and networking equipment application and hardware support.
  • Enthusiastic approach to customer service.
  • Outstanding oral/written communication skills.
  • Strong organizational and follow up skills.
  • Must be able to work in a fast paced environment where problem resolution times are measured in hours.
  • Work in a team environment to ensure customer satisfaction and continuous improvements in service quality.
  • During the course of employment must be flexible for potential schedule changes in a 24 hour 7 day a week environment.  Flexible schedules require availability for nights and weekends including unplanned and unscheduled overtime.         
  • Ability to handle multiple issues or projects at any time.
PREFERRED
  • Associates or Bachelors degree, preferably in Information Technologies, Computer Science or Electronic Engineering. 
  • Prior experience working in a software and hardware testing environment.
  • Experience in direct customer support with Windows OS.
  • Experience in server based telephony networks.
  • MCP, MCSE or A+ Desktop certifications
  • CCNA or N+ Network certification
  • Proven experience with integration of computer and telephone networks, preferable including Brooktrout, NMS and Dialogic
  • Solid experience with communication ports, modems TCP-IP, remote access clients and protocol. 

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

Work is primarily sedentary in nature, no special demands are required.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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