Technical Support Technician I

US-TX-Carrollton
Job ID
2017-1515
# of Openings
1
Category
Installation, Maintenance, and Repair

Overview

JOB SUMMARY

 

Technical Support Technicians I are required to handle incoming overflow of customer calls and provide detailed initial troubleshooting and problem resolution.  Technicians will be trained on basic functionality of Securus systems, applications and third party systems.  Technical Support Technicians I are responsible for accurately generating and documenting tickets within the ticket tracking system.  Own break/fix issues and are responsible for keeping the customer updated throughout the repair and obtain facility closure authorization if they are able to resolve the customer issue.  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 Operations Technicians to carry out his/her troubleshooting/resolution responsibilities.  The ownership of the ticket will be passed to the Technical Operations Technicians when the ticket is escalated to the next level.  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 overflow of incoming customer calls, e-mails, and fax requests.
  • Provide initial analysis and detailed problem descriptions on reported break/fix issues from customers.
  • Responsible for analyzing and troubleshooting all break/fix repair requests. 
  • Responsible for accepting and /or assisting in problem analysis for Facility Service Representatives.
  • Must be able to perform the duties of Facility Service Representative and serve as mentors.
  • Periodically update customers on open issues providing ETA of resolution when ownership is at the Technical Assistance Technician level.
  • Ensure resolution confirmation is obtained from the customer for all owned tickets before closing. 
  • Accurately document trouble tickets in a timely manner including root cause and troubleshooting steps to final resolution.
  • Proactively maintain and scrub every system each time a troubleshooting event occurs including ticket history. 
  • 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 the tickets they retained ownership on.
  • Technicians are also responsible for meeting the company customer service level objectives
  • Must exhibit all of the company’s cultural attributes.
  • Technicians are responsible to adhere to corporate policies
  • Technicians are responsible for meeting individual and team goals and Key Performance Indicators (KPI”s)
  • Technicians obligated to follow instructions, processes, procedures & Wiki articles as outlined

Qualifications

QUALIFICATIONS
  • High school education or equivalent.
  • 2+ years experience in a technical support environment providing desktop support for internal and external customers.
REQUIRED
  • Experience in direct customer support with Microsoft Operating System
  • Experience supporting Linux/UNIX/QNX and SQL
  • Desktop 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.
  • 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 support environment.
  • Experience in direct customer support with Windows OS.
  • Experience in server based telephony networks.
  • POTS technology
  • MCP, MCSE or A+ Desktop certifications
  • Solid experience in a desktop environment. 

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

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

 

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

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed