Computer Support Specialist II
Bright House Networks - Orlando, FL

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This position will perform PC system hardware/software evaluation and repairs on location or utilizing remote tools. Assist with selection acquisition, installations and general support. Assist with all in-house PC repairs and phone support. Capable of documenting configuration errors, changes, failure codes and methods of resolution. This position acts as point of escalation for call center operations impacting issues. The position specializes in providing support for internal systems such as the billing system, telephony, advanced support of commercial and corporate environments, electronic correspondence, outage coordination, and complex technical assistance. This position reports to the Supervisor, Technical Services and does not have any direct reports. The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. The company reserves the right to modify or change the duties or essential functions of this job at any time.

Field inbound and outbound phone/email-based escalations, and provide customer service and technical support to internal employees on site and/or utilizing remote tools.

Utilize ticketing systems and diagnostic tools to track, quantify, and assist in resolution of events and maintenances.

Act as a mentor to CSSI technicians.

Analyze PC hardware/software problems and perform repairs; and determine most cost effective solution.

Asset tag all new installations.

Travel to various sites when performing tasks whenever required.

Works closely with all departmental staff in providing high quality service to end users.

Responsible for ensuring that hardware/software configurations and repairs are performed according to documented departmental standards.

Maintain technical skills to keep pace with changing technologies and business requirements.

Responsible for ensuring that service call documentation is updated and maintained in a timely manner and to an accepted accuracy level.

Ensure all customer issues are handled in an expedient and professional manner to completion. Follows instructions and responds to management direction, takes responsibility for own actions, and keeps commitments.

Follows instructions and responds to management direction, takes responsibility for own actions, and keeps commitments.

Required Skills

Hardware and/or software certifications preferred.

A+ certification is required.

Must have recent verifiable work experience with Microsoft XP and Windows 7 platforms.

PC hardware maintenance with 2-4 yrs. hands-on experience, including all types of peripherals.

Must be able and willing to travel between cable systems, within the division, while performing tasks as required.

Must be able to demonstrate initiative, make sound decisions, follow-up on pending projects, and work without constant direct supervision.

Must be well organized, detailed, analytical, accurate and thorough in performing tasks.

Ability to apply a customer service philosophy to internal agents.

Candidate must possess strong verbal/written skills, to deal with users and Management personnel of all levels, with a very high level of professionalism.

The ideal employee should be proficient in maintaining a high level of enthusiasm and energy.

Must possess the ability and willingness to think through problems and continue to learn as technology advances and the business changes.

The job requires the ability to manage multiple projects at the same time.

Ability to apply a customer service philosophy to internal agents.

Deals courteously and effectively with customers and demonstrates ownership and follow through.

Must have reliable transportation capable of carrying required equipment within our service area.

Must have flexibility to adjust responsibilities and hours to meet operational requirements.

Must have or be able to obtain a valid Florida Driver’s License.

This position works primarily indoors throughout the year, will require travel between offices. May sit for long periods of time. Typing and reading on a computer. Talking on telephone for long periods of time with use of headset. Must be able to effectively communicate in person and over the telephone. Incumbent is required to be on-call 24 hours per day to respond to emergency situations. Must be able to stand, stoop, lift 50 lbs., push and pull.

Required Experience

BA in Computer Science, Computer Management Information Systems or Equivalent preferred or 2-4 years of related experience

High school diploma or GED is required.