Technical Support Specialist II

Purpose of the Job

The Technical Support Specialist II will provide superior technical support to clients, allowing them to effectively use the video surveillance software and hardware products. Resolve clients' software, network and data problems including installing and implementing software; importing, editing, and cleaning up databases; install, upgrade, configure, troubleshoot, and repair servers, routers, firewalls, switches, PCs and other peripheral devices.

Key Accountabilities

1.  Perform technical support by taking incoming calls, making outbound calls to customers and answering technical questions via email


2. Thoroughly document step-by-step troubleshooting steps in Helpdesk Tickets after each call or email


3. Accept and work technical support calls escalated from Level 1 Technical Support Representatives


4. Provide internal technical support assistance through Microsoft Teams chat program


5. Collaborate with other technical support members verbally and provide information to others by utilizing knowledge base articles


6. Create, edit and submit internal knowledge base pieces to assist other team members in the future


7. Reproduce and resolve customer issues with software and or hardware

Why You Would Love This Job

This job offers the ability to work in a very supportive and collaborative team environment. We are a strong believer in diversity and i-PRO is proud to be a qualified member of GPTW (Great Place To Work). i-PRO has a great benefit package and lots of room for growth and career advancement.

Key Figures

• The daily average number of calls/tickets per day should be at a minimum between 8 and 15.


• Create, edit and submit a minimum of 3 internal knowledge-based pieces per month to assist other team members in the future.


• The Technical Support Specialist II is expected to achieve a satisfaction score of 90% or higher, based on customer feedback collected after issue resolution.

Qualifications

Education & Experiences

• Bachelor’s degree in a related field or equivalent years of experience.


• 2-3 years of high-level technical support experience supporting enterprise level applications in a Windows environment

Competencies, Skills, & Knowledge

• Provide excellent troubleshooting skills with world class customer service attitude


• Ability to independently recognize and escalate difficult technical/business issues within Sales, Technical Support and Development organizations


• Handle 10 supervised escalations without assistance


• Advanced understanding of Windows Server 2012-2019, Windows 7/8/10, IIS, SQL Server and Active Directory


• Advanced understanding of Dell hardware, SAN/NAS and other new technologies


• Well-organized with the ability to multi-task and work with minimal supervision


• 4+ hours of Customer Service training (including handling difficult conversations or situations)


• History of positive feedback from customers, partners, colleagues and/or other stakeholders, no reports of poor service quality

 Physical Requirements if needed:

Ability to sit or stand for extended amount of time

Language

• English


• Bilingual is a plus (i.e. Spanish, French, etc.)