Requirements

Customer Support

Responsibilities:   

  • Provide technical assistance to computer system users on a variety of issues.

  • Identifies, researches, and resolves technical problems.

  • Responds to telephone calls, email and personnel requests for technical support.

  • Documents, tracks, and monitors the problem to ensure a timely resolution.

  • Has knowledge of commonly used concepts, practices, and procedures within a particular field

  • Answer questions or resolve computer problems for clients in person, via telephone or from remote location.

  • May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

  • Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics

  • Reads and comprehends technical service manuals and publications.

  • Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.

  • Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.

  • Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

  • Strong communication skills

  • Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment

  • Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner

  • Communicates accurate and useful status updates.
  • Manages and reports time spent on all work activities
  • Ability to work in a team environment

 

 

 

Minimum Education/Certification Requirements: 

  • Bachelor’s degree in Information Technology or related field or equivalent experience

 Entry Level (1-5 Years)  
Applies fundamental concepts, processes, practices, and procedures on
Technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.
 Journeyman (6-10 Years)  
Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance. Metrics where applicable.
 Senior Level (11-15 Years)  
Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a
Technical expert across multiple project assignments. May supervise others.
Master Level (16+ Years) 

 

Provides technical/management leadership on major tasks or technology assignments. Establishes goals and plans that meet project objectives. Has domain and expert technical knowledge. Directs and controls activities for a client, having overallresponsibility for financial management, methods, and staffing to ensure that technical requirements are met. Interactions involve client negotiations and interfacing with senior management. Decision making and domain knowledge may have a critical impact on overall project implementation. May supervise others.