Tech Support Technician (Tier 2)
Exacom, Inc., Manchester, NH, United States
Job Title
Technical Support Technician (Tier 2)
Job Type
Full-Time
Job/Office Location
Manchester, NH, United States
Essential Duties/Responsibilities
The escalation point for issues being escalated from Tier 1 (resellers) and Field services
Responsible for break/fix actions
Effectively managing support tickets in a controlled ticket system
Work continuously to increase Tier 1 product knowledge by reviewing escalated cases on a weekly basis
Enhance internal technical knowledge base as new information comes to light
Local installation of products (typically within driving distance of Manchester NH)
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
Stage computer hardware, software, and deploy images (experience with Clonezilla, RAID setup, and drive partitioning is a plus)
Qualifications
Ability to demonstrate strong analytical and problem‑solving skills. Excellent written communication and verbal skills, as well as strong listening skills
Ability to handle multiple priorities
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
Education and/or Experience
The ideal candidate will have a degree in IT or systems management with 2 years of experience
Must have in‑depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN networking and IT network experience
Experience with VoIP phone systems or P25 radio systems
Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
Experience in complex software systems
Experience with general communication equipment
Basic Microsoft Office skills
Other Requirements
Ability to lift 100 lbs
Component-level soldering skills
Shipping, receiving and data entry for inventory tracking as needed
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Technical Support Technician (Tier 2)
Job Type
Full-Time
Job/Office Location
Manchester, NH, United States
Essential Duties/Responsibilities
The escalation point for issues being escalated from Tier 1 (resellers) and Field services
Responsible for break/fix actions
Effectively managing support tickets in a controlled ticket system
Work continuously to increase Tier 1 product knowledge by reviewing escalated cases on a weekly basis
Enhance internal technical knowledge base as new information comes to light
Local installation of products (typically within driving distance of Manchester NH)
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
Stage computer hardware, software, and deploy images (experience with Clonezilla, RAID setup, and drive partitioning is a plus)
Qualifications
Ability to demonstrate strong analytical and problem‑solving skills. Excellent written communication and verbal skills, as well as strong listening skills
Ability to handle multiple priorities
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
Education and/or Experience
The ideal candidate will have a degree in IT or systems management with 2 years of experience
Must have in‑depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN networking and IT network experience
Experience with VoIP phone systems or P25 radio systems
Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
Experience in complex software systems
Experience with general communication equipment
Basic Microsoft Office skills
Other Requirements
Ability to lift 100 lbs
Component-level soldering skills
Shipping, receiving and data entry for inventory tracking as needed
#J-18808-Ljbffr