Technical Support Specialist

Technical Support Specialist Madison, WI Department:
Service Supervisor:
Service Manager Job Type: Full-time

Summary:

Directs the installation, maintenance and modifications and minor repairs to CCTV hardware and software systems and provides technical assistance and training to system users by performing the following duties.

• Manages the on-site timeline and deliverables for requested client scope of work
• Assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, DVR, NVR, Cameras, etc. on client’s premises
• Monitors the Field Services Technician to verify correct system installation and operation
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software and operator problems
• Instructs users in use of equipment, software and manuals
• Works under general supervision with latitude for independent judgment
• Displays moderate skills with high level of proficiency
• Recommends or performs minor remedial actions to correct problems
• Coordinates activities with help desks, network services or other information systems groups
• Provides updates, status and completion information to manager, problem request tracking system (ARC), and/or users, via voicemail, e-mail or in-person communication
• Directs the replacement of defective or inadequate equipment
• Refers major hardware problems to service personnel for correction
• Ability to read, analyze and interpret Job Specific SOW documents, technical procedures or governmental regulations. Ability to write SOW documents based on completed project drawings and product manuals

Supervisory Responsibilities:

Directly supervises Field Installation/Service Technicians. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include skill set validation, site time management and scope of work implementation; planning, assigning and directing work; appraising performance; rewarding and disciplining sub vendors; addressing complaints and resolving problems.

Education and/or

Experience:

Associate's degree or equivalent from two-year college or technical school; or one to two years related field experience and/or training; or equivalent combination of education and experience in the CCTV Industry. Reasoning Ability:

• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Computer

Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel Spreadsheet software and Auto CAD 2013 & Visio 2013 Design software.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.