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 task 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)