Software Technical Support Rep II
Landis+Gyr - Pequot Lakes, MN

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The primary job function for this position is to provide secondary incident management support for internal and external customers using ITIL-based practices and procedures to provide
best in class technical service support. This position has the potential of taking phone calls 60% of the day.
  • Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement.
  • Troubleshooting and sustaining/improving managed service RF and IP network capabilities through the use of various monitoring tools and applications.
  • Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
  • Works independently 70%+ of the time.
  • Acts as escalation point for Service Desk Technician I group; responsible for knowledge transfer for escalated incidents back to Technician I group via training.
  • Each shift (day, swing, night) will be responsible for communicating the Shift Brief documentation.
  • Logs, accurately tracks and documents all incidents in call tracking database, CRM.
  • Escalates incidents in accordance with the service desk procedures.
  • Acts as communication nucleus for all of Customer Operations including after hours incident management responsibilities.
  • Maintains individual education plan with goals to achieve.
  • Represents Company in a positive, professional manner when working with both external and internal customers.
  • Supports and adheres to Company’s Code of Conduct and Ethics Policy.
  • Performs other duties as assigned or required

Required Skills
  • Personal Computer knowledge
  • Familiarity with Microsoft Office Suite
  • Keyboard/typing skills
  • Ability to effectively communicate both verbally and in writing.
Required Experience • Associate's degree (A.A.) in electronics, computer science, or related field.

• A minimum of 2-3 years experience in customer service, technical support in related field, or utility industry. An equivalent combination of education and experience will also be acceptable.

• Experience with the following software programs: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle, UNIX, Sun Solaris or related programs.

• Experience with general PC hardware, communication devices, and/or networking.

• RF experience desirable.

• Ability to multi-task.

• Effective interpersonal and communication skills.

• Ability to work independently or with a team.


Landis+Gyr - 2 years ago - save job
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