JOB TITLE: Tier I Support Specialist
HOME DEPARTMENT: Corporate/Support Center
REPORTS TO: Support Center Director
GENERAL DESCRIPTION
The Tier I Support Center Specialist is the first point of contact for customers experiencing technical issues. In addition to providing basic troubleshooting for software, hardware and network problems, this role includes dispatching responsibilities – coordinating and assigning support tickets to appropriate technical teams or field technicians based on issue type, priority and/or location.
POSITION RESPONSIBILITIES AND EXPECTATIONS
Shift work may be required, including nights, weekends, and holidays.
Respond to customer inquiries via phone or email in a timely and professional manner.
Provide ongoing software and hardware support for client systems, including but not limited to Access Control, Video Surveillance, Intrusion Alarm Systems, and Infant Protection Systems.
Triage reported issues with a goal of remote resolution. Issues that cannot be resolved via Tier I can be escalated or dispatched if remote resolution is not likely.
Log all support interactions in the ticketing system. Maintain accurate records of all work performed, materials used, communications and issue resolution or next steps.
Follow scripts and standard operating procedures to resolve known issues.
Escalate unresolved or complex problems to Tier II.
Dispatch field support teams as appropriate.
Other duties as assigned by leadership.
MINIMUM QUALIFICATIONS
A. EDUCATION
- High school diploma or equivalent; associate degree or relevant certifications preferred.
- Electronic Security Certifications: Certification in one or more TSi Supported Access Control, Video Surveillance, Intrusion, Hugs, and any other Electronic Security Systems preferred. Including but not limited to Lenel, Genetec, Avigilon, Software House, Exacq, or Milestone.
- IT Certifications: Networking, Microsoft, CompTIA, etc. are a plus.
B. EXPERIENCE
- 1-3 years working knowledge in commercial Access Control, Intrusion Detection, Video Surveillance, and/or Infant Protection Systems.
- 1-3 years’ experience in a customer support/helpdesk role.
- Experience with ticketing systems like Zendesk, Freshdesk or others. ServiceNow experience is a plus.
- Previous dispatch experience a plus.
C. KNOWLEDGE, SKILLS, & COMPETENCY
- Excellent computer skills, including, but not limited to, in-depth knowledge of Microsoft based products (such as MS Word, Excel, MS Office Suite, and Outlook).
- Ability to troubleshoot hardware and software problems on Access Control, Video Surveillance, Infant Protection and/or Intrusion alarm Systems equipment is a plus.
- Strong interpersonal and customer service skills, including a sense of urgency when attending to customer needs.
- Must be detail-oriented and have excellent organizational skills.
- Ability to work well independently and as part of a team.
- Excellent communication skills, including, but not limited to, the ability to effectively communicate both verbally and in writing. The ability to accurately document encountered problems and resolutions.
- Strong time management skills, including ability to meet deadlines.
- Basic networking is a plus.
D. DRIVER’S LICENSE
- Must have a valid driver’s license.
- Must have clean driving record, satisfactory to Tech Systems’ automobile insurance carrier.
E. PHYSICAL DEMANDS AND WORKING CONDITIONS
- Job duties are performed in the corporate office setting, unless otherwise noted in the job offer for out-of-state workers.
- Shiftwork may be required for 24/7 coverage.
TECH SYSTEMS IS AN EQUAL OPPORTUNITY EMPLOYER
