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Software Support Technician

4 months ago

Willowbrook, United States Today's Business Solutions Full time

Software Support Technician Tier II (Willowbrook, IL)

Compensation: Based on Experience, 401K and Health and Life Insurance.


Today’s Business Solution Inc. Due to our growth, we are hiring IT Professionals to support our growth. The positions will be filled immediately.


The ‘Support Technician II’ role ensures the stable operation of TBS networked solutions installed primarily in Public Libraries, Higher Education markets and other similar industries. Some roles would include installing and supporting software and hardware products such as; PC Management, Print Management, Cashless Payment Systems, and Hardware product lines. The daily and weekly work schedule is very dynamic. The position requires the ability to travel to local installations as well as periodic out-of-state installation and service support.

Candidates must have a working background in computers and network systems or be currently enrolled in college courses in computer science. Experience with Public Libraries or Higher Education markets is a plus.


Primary Responsibilities:

- Learns and follows standard conventions for hardware and software installation, problem diagnosis, and problem resolution. Provide technical support over the phone using remote access software as well as on-site support.

- Provide on-call technical support. Must be able to troubleshoot problems over the phone with customers.

- Communicate with Manufacturers and QA on field issues and provide feedback on new products.

- Communicate with customers via phone and email

- Provide technical counsel and training to customers

- Determines parts, supplies, or tools needed to complete service requests.

- Relays any special problems to service management following each call.

- Uses, maintains, and secures test devices and tools used to adjust, calibrate, and repair equipment.

- Completes all required paperwork and reports (time sheets, service orders, forms, inventory, expense reports, daily project reports, service call reports, and equipment-related items).

- Returns defective assemblies or parts to the main office and labels items.




Requirements:

- Must have a valid driver’s license with a clean driving record.

- Must have a personal vehicle for use in traveling to customer sites as required.

- Must have a clean criminal record with no history of a felony conviction.

- Must pass random drug testing.

- Must be flexible to travel on short notice and work irregular work schedules in an on-call work environment.

- Ability to lift and move equipment as needed for repair or installation.




Qualifications:

- Experience working in a team-oriented, collaborative environment

- Excellent customer service and communication skills

- Working knowledge of computers and network systems

- Proven technical aptitude

- Strong organizational and problem solving skills

- Strong interpersonal and oral communication skills

- Ability to present ideas and solutions in user-friendly language

- Adept at reading, writing, and interpreting technical documentation and procedure manuals

- Highly self-motivated and directed

- Keen attention to detail

- Proven analytical and problem-solving abilities

- Ability to effectively prioritize and execute tasks in a high-pressure environment


- Degree in electronics and network systems a plus

- Data Management Experience a plus