Service Technician; Tier 2

• Internal Department or Team:
  Service Department
• External Relationships:
  Clients & Vendors
• Reports to:
  
  Service Manager

There are currently no supervisory responsibilities involved with this position.

Provide onsite and remote desktop support to our clients who have critical response time requirements for their business technology systems. This is a level/tier 2 position. You will work independently both remotely and onsite to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and elevate problems to level 3 support when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers and end users.

You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. The Service Technician exhibits a medium level of technical knowledge that can be applied to customer’s technical issues and problems. This position is one of the preliminary levels of support for client desktops, printers, and infrastructure.

The Service Technician will assist other technical staff members in resolving issues. The Service Technician will be expected to maintain Turnkey Computer Systems, Inc.’s positive reputation with existing clients through exceptional service delivery. You will also perform service and preventative maintenance activities on products, and assist in installations and deliveries. Other projects may be assigned.

• Utilization rate of 75% or higher (Utilization is determined by the total number of billed hours to client activities in a given month.)
• Achievement of approved professional development goals.
• Continual improvement of other competencies and KPI’s as indicated in the section titled “Competencies” below and according to the quarterly performance review.
• Achieve a score of 90% or more on Customer Satisfaction Surveys.
• 100% of all service order information entered on a daily basis.

• 75% Billable hours installing, troubleshooting and resolving technical issues
• 10% Personal Technical Education
• 5% Paperwork/Billing
• 5% Assistance to Other Technical Staff
• 5% Other Duties as Assigned by the Company

• Manage, maintain, troubleshoot and support our users’ desktops.
• Identify, document and troubleshoot users computing issues to resolution while maintaining customer satisfaction.
• Utilize PSA, RMM, and other service-specific tools and technologies to deliver onsite and remote user support services.
• Update service order information with accurate documentation of all activities conducted.

• Develop and maintain relationships with customers that further enhance Turnkey’s positive reputation through exceptional customer service.
• Maintain a professional and clean appearance.

• • Participate in ongoing training and attainment of various manufacturer and software certifications.
  • Develop personal skills to work efficiently both, individually and as a member of the Service Department.
  • Participate in company-sponsored job-related activities.

To perform the job successfully, an individual should demonstrate the following competencies.

• Business Ethics
  - Treat people with respect;
  Keep commitments;
  Inspire the trust of others;
  Work with integrity and ethically;
  Uphold organizational values.
• Communications
  - Express thoughts clearly in written form;
  Articulate verbal thoughts understandably;
  Demonstrate active listening skills;
  Comprehend information heard;
  Use appropriate communication methods;
  Keep others informed.
• Conflict…