Technical Support Specialist II
Telecommunication Systems - Memphis, TN

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ABOUT THE COMPANY:

microDATA, a TCS company, was established in 1983 and has been providing 9-1-1 software and services to counties and states across the USA longer than any other system provider in the 9-1-1 industry. We are a 9-1-1 solutions company specializing in developing and supporting critical 9-1-1 software products. Next Generation 9-1-1 relies on IP and GIS technologies, and microDATA's solution, an IP based map-centric call handling/CPE and ESInet solutions. Our products, built on IP and GIS, are developed to answer the calls from standard and emerging technologies such as text messaging or streaming video to get critical 9-1-1data to the right people fast.

ABOUT THE OPPORTUNITY:

The Technical Support Specialist (TSS) Level II installs, maintains, troubleshoots, and upgrades computer hardware, third party and microDATA software, networks, and peripherals; prepares documentation and provides assistance to internal and external customers.

PRIMARY DUTIES:
  • Acts as a technical resource in assisting users to resolve problems with equipment and software
  • Staffs a centralized Help Desk to facilitate exchange of information and advice
  • Implements solutions or notifies escalation specialists as required
  • Travel to remote customer sites to install, configure, and troubleshoot microDATA NG9-1-1 Systems
  • Serve as the first escalation point for more complex technical support issues (i.e. Level II Tech Support)
  • Assists with configuration and staging of microDATA and Customer hardware and software
  • Mentors TSS Level I staff
  • Based on area of responsibility and departmental need, may be required to serve in an on-call rotational schedule for 24x7 escalation support and may also be required to work weekends, evenings, and non-standard work hours as mission needs arise
  • May be required to travel to remote customer sites for support (25%)
SKILLS REQUIRED:
  • Ability to lift heavy marketing materials at shows and in support of sales/marketing activities
  • Sitting for long periods of time in front of a computer monitor
  • Vision must be sufficient to use computer monitor, telephone and other required office equipment
  • Hearing must be sufficient to converse with team members and clients
  • Must be able to lift 50 pounds
  • Ability to travel as required
  • Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, and hearing and speech to communicate in person and over the telephone
  • Must possess the ability to maintain confidentiality of highly sensitive data
  • Regular office hours except when project demands require additional time
  • Customer contact is required
  • A active Secret Clearance is required, or the ability to obtain a clearance.

EDUCATION/EXPERIENCE REQUIREMENTS:
  • Expert level knowledge of Windows Desktop Operating Systems (XP Pro, Vista)
  • Expert level knowledge of Windows Server Operating Systems (2003, 2008)
  • Bachelor’s Degree in Computer Science or equivalent program is desired
  • CompTIA A+ Certification or commensurate experience a plus
  • Microsoft MCDST certification preferred
  • Solar Winds experience a plus
  • Previous experience in telecommunications is highly desired
  • Demonstrated experience with structured cabling, cable termination and circuit testing (i.e. POTS, T1, PR1, CAMA) a must
  • Desired Microsoft MCSA: 2003 or MCTS: 2008 Certification or ability to gain certification within first year of employment (must possess commensurate experience prior to hire)
  • At least three years’ experience in a Help Desk-type support role or Network Administration role
  • Excellent verbal and written communication skills are a must
  • Must be able to lift at least 50 pounds

Telecommunication Systems - 19 months ago - save job - block
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