ICS - Sr. Technical Support Representative

Overview

Date Posted:
3/10/2020
Job Code:
TSPRP
Location:
Inmate Calling Solutions ICS
Address:
2200 Danbury Street
City:
San Antonio
State:
TX
Country:
United States of America
Category:
Information Technology
Employment Status:
Regular Full Time
Requisition Number:
20713

Description

 

GENERAL PURPOSE OF THE JOB: Senior Technical Support Representative will troubleshoot hardware and software issues across multiple Microsoft Windows and Linux platforms, coordinating with Field Support Technicians via telephone to change hardware and software configurations, field testing new applications on live systems, and satisfying customers via verbal communications regarding any product related needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Working with Linux based technology
  • Troubleshoots hardware and software issues across multiple Microsoft Windows and Linux platforms.
  • Demonstration of excellent customer service skills with frequent customer interaction.
  • Assist customers via verbal communications regarding any product related needs.
  • Coordinating with Field Support Technicians via telephone to change hardware and software configurations.
  • Field testing new applications on live systems.
  • Provide training and oversite to support staff team members.
  • Support Staff will escalate issues and analysis to team leads to determine root cause.
  • Analyze logs and system data to take corrective action ensuring proper configuration.
  • Document detail of customer interactions accordingly and provides follow up as needed.
  • Make decisions that reflect the best interest of the customer, company and employees without immediate supervision.

SUPERVISORY RESPONSIBILITIES:

This position serves as the backup for the Technical Support Manager.

EDUCATION AND/OR EXPERIENCE:

Two year certificate from college or technical school; or four years related experience and/or training; or equivalent combination of education and experience.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Minimum Requirements

 

OTHER SKILLS AND ABILITIES:

  • Linux experience and knowledge a must
  • 2 years customer service experience.
  • 3 or more years demonstrated skills in a high tech environment, emphasizing skills in computer hardware maintenance, software management, and networking.
  • Superior listening skills.
  • Strong written and oral communication skills.
  • Ability to work independently efficiently and effectively to resolve customer concerns or issues.
  • Provide guidance to team members in the absence of supervisor.
  • Ability to manage multiple time sensitive issues.
  • Ability to adapt easily to a constant changing environment.
  • Position will require after hours, non-standard schedules and evening or night shifts.

 

OTHER QUALIFICATIONS:

• Must pass background and drug checks

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 

#ICS


Satisfying Customers with Integrity and Innovation for over 40 years!

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.