Support Technician - Tier 1

Summary

The main focus of the position is to provide first‑level technical support to users of Innovative Control Systems’ products and services. Troubleshooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing ITIL standards of problem resolution. Adhere to IPC measures and protocols during the call flow process. Provide customer training and counseling on best practices to maximize the IPC systems.

Additional tasks include problem solving, presenting technical information, software maintenance and testing, hardware maintenance and testing, and network testing.

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Good communication skills.
• Contribute to support team effort by accomplishing related results as needed.
• Identify problem and course of action within time limit set by call priority.
• Notify Floor Manager if COA hasn’t been achieved within allowable time limit.
• Follow schedule set forth by management.
• Be available to work weekends and holidays on a rotating schedule.
• Be available to work overtime as call volume demands.
• Travel overnight when called upon.
• Train others.
• Perform all miscellaneous duties delegated by Support Management.

• Maintain a positive work atmosphere by behaving appropriately.
• Identify and resolve problems in a timely, qualified manner; build knowledge base and share expertise.
• Identify root causes and provide solutions.
• Empathize with the client’s problem and convey a helpful attitude in all interactions.
• Speak and write effectively in all situations.
• Contribute to a positive team environment.
• Treat all people with respect and follow chain of command.
• Demonstrate persistence and overcome obstacles.
• Maintain attendance, punctuality, and timely notification of absences; work overtime when requested.

Education:

Associate’s degree or equivalent from a two‑year college or technical school, or equivalent experience.

Experience:

Six months or more of directly related customer service experience and/or equivalent in‑house training. Previous contact center experience, electrical or mechanical experience a plus.

Basic understanding of networking, computers (hardware and software), MS Office, navigation of multiple databases and screens, electrical and mechanical inclination.

Other:
Good phone skills; outgoing personality; display empathy; articulate well to various personality types. Working knowledge of MS Office, fundamental knowledge of MS operating systems, fundamental knowledge of networking principles, and fundamental understanding of troubleshooting and diagnostic processes.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the traditional indoor office work environment is usually moderate. There is no or very limited exposure to physical risk. This position may occasionally require travel including an overnight stay as may be necessary to meet customer needs.

Normal risks associated with travel and/or set‑up of company systems may be expected.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear.

The employee must regularly lift and/or move up to 25 pounds and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Pay Range: $23.00 – $23.00 per hour

Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision…