Securus Technologies

  • Support Technician II (Application Support)

    Job Locations US-TX-Carrollton
    Job ID
    2018-1997
    # of Openings
    1
    Category
    Installation, Maintenance, and Repair
  • Overview

    Job Purpose:

    Manages ongoing client support for Public Safety applications and suite of additional web-based applications. Support includes assisting customers regarding application functionality, consulting to encourage best practices as well as troubleshooting potential issues.

    Responsibilities

    Essential Duties:

    • Follow intermediate to advanced level troubleshooting procedures, provide high-level consulting and log all comments and steps taken to address or resolve the support case.
    • Mentor and provide assistance to the Level I Technical Support Specialist team, interact with the Advanced Level III Programmers, and may be required to assist with projects such as data migration consulting for customers and quality assurance of the Public Safety applications.
    • Contribute to customer retention by attaining the customer satisfaction rate with Technical Support set by the company by:
    • providing first response times to support requests in under as defined by SLA’s
    • responding professionally and accurately to client questions
    • resolving non-escalated support cases within the specified time-lines as defined by SLA’s
    • Contribute to client adoption by consulting on best practices, product use, and user interaction through scheduled webinars
    • Contribute to new client acquisition by providing the highest level of industry customer support
    • Contribute to the integration and success of Level I Technical Support Specialist
    • Office hours: Monday – Friday, 8:00am – 5:00pm EST (per Standard Customer Support Package)
    • Participate in the on-call rotation to address critical emergency support calls outside of normal business hours
    • Other relevant duties as assigned.

    Knowledge, Skills, and Abilities:

    • Knowledge of the Internet and the various VPN access platforms
    • Intermediate knowledge level of all Public Safety Applications
    • Technical competence (understand browsers, hardware, and peripherals)
    • Strong PC and Microsoft competence with MS applications and the current Windows OS
    • Ability to troubleshoot HTML, XML, and SQL Server
    • Knowledge of 3rd party applications and web sites used by Archonix
    • Ability to handle and resolve complex recurring problems
    • Ability to work with staff at different skill levels
    • Ability to create reports using the Crystal Reports
    • Strong interpersonal skills
    • Unswerving attention to detail as it pertains to analyzing front-end Public Safety applications Software platform and back-end (database) issues
    • Self-starter. Ability to identify the need for and develop processes and materials including instructional resolutions for the Public Safety applications Knowledge Base
    • Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping
    • Must be proficient in Microsoft Office Suite
    • Must be proficient in Microsoft Office Suite
    • Knowledge of modern business communication, including style and format of letters, memoranda, minutes, and reports
    • Fast pace with an emphasis on working independently to address and resolve customer concerns
    • Must be able to multi-task in an effort to meet the established SLA’s while troubleshooting customer issues to resolution
    • Ability to travel up to 25%

    Qualifications

    Minimum Qualifications:

    • Associates Degree in computer science, network engineering, or technical related field, or commensurate experience
    • 2-4 years’ experience in software/hardware/telecommunications industry with emphasis on small to medium size business deployments
    • Experience with software applications, software installations and network infrastructure
    • Previous experience writing SQL queries

    Preferred Qualifications:

    • Bachelor’s degree in Computer Science or an equivalent combination of education and experience
    • Experience in the public safety industry is a plus
    • Experience with Web Servers, Windows Domain environments, remote desktop, remote user support, and remote desktop/server maintenance
    • Microsoft Certification

    Physical Requirements:

    Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. 

     

     

    It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

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