Support Supervisor & Technician
3xLOGIC, Inc. - Westminster, CO

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Support Supervisor & Technician
3xLOGIC, Inc. is looking for a Systems Support Supervisor & Technician. Our Colorado office manufactures Digital Video Management Systems on the VIGIL software platform. We will provide VIGIL product training. We're looking for an individual who is excited to work within a team, believes in attention to detail, and has a high level of customer care and experience. Candidate must have a strong desire to learn and excel in a competitive, fast paced, technical environment.

This position reports directly to the Operations Manager for immediate needs. His/Her responsibilities include:

  • Maintain SLA of < 30 Min to return call.
  • Ensure that Support calls take priority over any other task assigned
  • Assist in the creation of personal development plans of each team member
  • Create Tickets and maintain detailed notes of issue and solution
  • Issue RMA or Advance Replacement based on appropriate completion of troubleshooting techniques for each scenario
  • Supply/Publish technical article for submission to knowledge base or newsletter
  • Escalate ticket (with complete detail of steps completed) to engineering
  • Create and follow up on Engineering Requests
  • Assist in Image Creation and Testing
  • Responsible for Demo Servers including regular maintenance, software updates, troubleshoot problems that arise, image backups
  • Maintains quality service by establishing and enforcing organization standards and continually communicates quality concerns or oversights with Operations
  • Maintain clear and open communication with Production and Repair to minimize production/software issues found in the field (to be implement into images and QC process).
  • Maintain organization and cleanliness of equipment in Lab Test and Personal Desk Areas.
  • Assist in other departments and/or other projects as required by the request of Management or Production Supervisor.
  • Monitor and or schedule repairs as needed to ensure all equipment as needed is in good working condition.
  • Maintain professional and courtesy relationship with customers (internal and external)

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