The Technical Support Level 2 is responsible for maintaining a high degree of end user support for customers and ensuring outgoing products meet quality standards. This person will also provide initial phone and email contact support for customers, create tickets in the system and perform quality control and testing of customer equipment prior to shipment.

Essential Duties and Accountabilities

Technical Support Level 1

1.      Configures, installs and troubleshoots PC systems and peripherals.

2.      Provides helpdesk and technical support for customers online, via email and over the phone.

3.      Provides training, repairs and preventative maintenance.

4.      Maintains a high degree of end user support ensuring equipment, software, communications and training is sufficient for all end user needs.

5.      Configures and tests customer purchased equipment before shipment.

6.      Creates and manages tickets on the helpdesk system.

7.      Assists the Systems and Network Manager with network and communication projects.

8.      Develops strong understanding of company products sold, equipment, requirements and objectives to ensure customers are provided with high quality support and satisfaction.

9.      Adheres to internal procedures and suggests improvements if needed.

10.  Provides weekend/afterhours emergency coverage when needed and scheduled.

11.  Maintains and projects professionalism when speaking/interacting with customers.

12.  Responsible for working according to the company’s safety and quality standards.

13.  Maintains a safe and clean work area.

14.  Performs other related duties as required and assigned.

15.  Maintains hardware and software inventory.

16.  Maintains help desk application to develop support activity database.

17.  Develops strong understanding of company operations, requirements and objectives to ensure all IT operations support the corporate objectives.

18.  Trains and assist IT support specialists.

19.  Receives and resolves help desk tickets that Technical Support Level 1 employees cannot resolve.

20.  Adheres to internal IT Procedures and suggests improvements if needed.

Competencies

Cognition: Processes thoughts and experiences effectively from decision making to innovative thinking, analysis, judgments and problem solving. This includes examining information to draw conclusions, developing creative ideas and perspectives, making informed decisions considering all of the facts, goals, constraints and risks associated and resolving difficult challenges.

Communication: Communicates clearly with others avoiding ambiguity in all aspects of communication from speaking to writing, listening, and reading. This includes expressing ideas and facts orally and in writing, understanding and learning from what others say and grasping the meaning of written information. 

Interaction with Others: Communicating and reacting with co-workers appropriately to maintain a professional environment. This includes encouraging others and furthering Company objectives, building constructive working relationships consisting of acceptance and respect, promoting cooperation and commitment within a team to achieve goals and embracing a work environment that appreciates diversity.

Personal Effectiveness: Incorporating all personal resources to achieve work objectives the most efficiently from accountability to adaptability, customer and safety focus and continual learning.  This includes taking responsibility for actions, quality and timeliness of work, adjusting to changing business needs, conditions and work responsibilities, maintaining customer satisfaction with the products offered by the company, adhering to all workplace standards, regulations and practices and showing an ongoing commitment to self-improve.

Qualifications

Technical Support Level 2

• Bachelors of Science in Information Technology (BS) or its equivalent formal training.
• Minimum three (3) years to six (6) years in the Information Technology (IT) industry.

Physical Demands and Working Conditions

• Requires sitting for a prolonged period of time.
• Requires dexterity and coordination to handle files and paper.
• Requires climbing on ladders when needed to accomplish tasks.
• Requires occasional lifting of files, stacks of paper, reference and other materials up to 25 lbs.
• Requires minimum reaching for items above and below desk level.
• Moving from place to place within the building to accomplish tasks.
• Requires strength, coordination and vision to use keyboard and video display terminal for prolonged periods.
• Requires traveling when needed.