Monitors and responds to inbound phone and support ticket escalation queues from internal users and field locations related to eScreen hardware and software systems. Assists in the troubleshooting and resolution, initiates component exchange when required, documents detail in the eScreen ticket tracking system.
Essential Duties and Responsibilities
Include the following. Other duties may be assigned.
The Technical Support Specialist II is responsible for effective provisioning, installation/configuration, operation, and maintenance of end-user hardware and software and related infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational guidelines.
Provisioning and installation of hardware and peripheral components include desktop computers, laptops, monitors, keyboards, phones, mobile wireless devices, and printers on user's premises and over the phone. Instructs users in use of equipment, software, and manuals. Analyzes, installs, and tests upgrades of externally developed application programs. Installs software updates, patches, or new software products. Troubleshoots connectivity and VPN issues. Responsible for building and managing desktop and laptop system imaging baselines.
Coordinates activities with system and network services, or other information systems groups.
Ensures daily operations for end-user call management including phone provisioning, voicemail systems management, and basic call routing.
Provides updates, status, and completion information via problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
This individual will assist engineering project teams with the implementation and support of core infrastructure products and services. These activities include the testing and the rolling-out of solutions.