Tech Support Technician; Tier 2

Overview

Job Title:

Technical Support Technician (Tier
2)

Job Type: Full-Time

Job/Office

Location:

Manchester, NH, United States

• The escalation point for issues being escalated from Tier 1 (resellers) and Field services
• Responsible for break/fix actions
• Effectively managing support tickets in a controlled ticket system
• Work continuously to increase Tier 1 product knowledge by reviewing escalated cases on a weekly basis
• Enhance internal technical knowledge base as new information comes to light
• Local installation of products (Typically within driving distance of Manchester NH)
• Ensure customer and partner inquiries are responded to within established time frames and customer care and technical support service levels are achieved
• Stage computer hardware, software, and deploy images (Experience with Clonezilla, RAID setup, and drive partitioning is a plus)

• Ability to demonstrate strong analytical and problem-solving skills. Excellent written communication and verbal skills, as well as strong listening skills
• Ability to handle multiple priorities
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions

• The ideal candidate will have a degree in IT or systems management with 2 years of experience
• Must have in-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN networking and IT network experience
• Experience with VoIP phone systems or P25 radio systems
• Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
• Experience in complex software systems
• Experience with general communication equipment
• Basic Microsoft Office skills

• Ability to lift 100 lbs
• Component-level soldering skills
• Shipping, receiving and data entry for inventory tracking as needed