Support Specialist

Job Title

Familiar with basic computer and network troubleshooting techniques and methodologies

PC Troubleshooting tasks:

• Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, Software
• Installing Printer drivers, IP Printing/Cloud Printing
• One Drive Setup and migrations w/ One Note Cloud Sharing
• Attempt Data Recovery on failed systems
• Troubleshoot Encryption issues
• Troubleshoot Password issues
• MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using iPlanet and O365
• Mac LAN / WAN connectivity troubleshooting

Network Troubleshooting tasks:

• Diagnose cabling issues
• Network port connectivity verifications
• Locating rogue networking devices
• Networking component swapouts (Router, Switch, WAP)
• Ability to become familiar with approved hardware Cisco VOIP installation and troubleshooting support
• LAN / WAN support and troubleshooting
• Ability to utilize TACACS to view switch information
• Ability to utilize NetDB to perform port assignments

Customer Communication

Skills:

• Ability to maintain composure with challenging customers
• Able to direct customers to correct support groups
• Time and resource management
• Workload Prioritization
• Sense of urgency
• Need Spotlight and Tech Service KB access

Due to testing environments...must be able to support all field equipment that Field Techs support i.e. PSCAN, STARBASE, POS, FSM, Ship N Get, Drop Box.

Additional skills & Support required:

• Freight – Level of support provided prior to Execnet
• Manage Freight HQ PCL Tech would order pc equipment through freight depot
• Break/Fix / Temp replacements – Escalated with Freight Depot
• Cell support – tech setup/troubleshooting of cell phones (non mgmt. included)
• Ready and assist with video conferencing equipment
• New board room video equipment
• Will have some assistance with Video Conference Room support
• Maintain Video Conference Equipment
• Point of contact for Level 3 video conferencing – Point to point bridging
• Networking – Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-out
• Work w/ Network Engineer Cisco VOIP support (Install / Troubleshooting)
• Intermediary between multiple support groups
• Setup and troubleshoot new-tech non-standard devices (Typically PC equipment, accessories)
• Setup and troubleshoot Apple Devices (iPhone, iPad, Mac Book, iMac, Mac Mini)