Customer Support Technician II

6 months ago

Memphis, United States Shelby County Full time

Position Summary

Works under general supervision to provide excellent technical assistance and customer service to end-users by using research and industry best practices to ensure maximum uptime and efficiency of all enterprise equipment within Shelby County.

Pay Grade: 51

Salary Commensurate with Experience and Education


Minimum Qualifications

100% -

1. Five (5) years of field experience as a network/field technician in network installation, desktop configuration, troubleshooting, and network-problem analysis; AND 

2. Associate’s degree from an accredited college or university in computer science or related field with coursework to include work on personal computers; OR

3. An equivalent combination of related education and/or experience.

4. Help Desk Institute (HDI) and/or ITIL Foundation certification preferred. 

5. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.


Duties and Responsibilities

1.Diagnoses, triages, and escalates reported issues submitted via telephone, email, and in person.

2.Travels to various customer locations throughout Shelby County to complete on-site/field assignments.

3.Provides alternative solutions where appropriate, with the objective to maintain user’s satisfaction.

4.Participates with reviewing established procedures for accuracy in the following areas: projects, network hardware and software, telephone hardware and software, etc.

5.Locates and resolves complex LAN, hardware, and software issues using available tools.

6.Installs, configures and troubleshoots all versions of Microsoft Windows PCs and LAN connectivity in an enterprise networked environment. Installs, configures, and troubleshoots connectivity between PCs, telephones and networked devices.

7.Tracks computer and telephone equipment using established tools and procedures.

8.Coordinates activities with outside vendors, maintenance contracts, etc.

9.Accurately documents customer submitted incidents using an enterprise ITSM (Information Technology Service Management) system.

10.Creates and submits documentation at regular intervals for known solutions.

11.Contributes to group discussions, reviews publications, and other relevant sources to improve personal knowledge base and skill set.

12.Participates in mandatory after-hours on-call support rotation (this includes completing diagnoses, triages, and escalations by both remote access and by traveling to Shelby County facilities in the evenings and on weekends.)

13.Performs other related duties as required or directed.


KSA's

KSAs -

1.Intermediate knowledge of PC architecture, peripheral products, tools and repair technology.

2.Thorough knowledge of Microsoft operating systems, with the ability to install and maintain desktop operating systems and productivity tools in a primarily Microsoft Windows 7 and 10, Microsoft 2016 and 2019 environment.

3.General knowledge of Microsoft network architecture, including Microsoft domains and Active Directory.

4.Possesses the ability to diagnose and resolve basic PC, printer, hardware and software issues using established procedures, tools and site visits.

5.Intermediate knowledge of how to diagnose and troubleshoot network connectivity on an infrastructure that ranges from ethernet to fiber.

6.Possesses the ability to diagnose and resolve basic telephone hardware and software connectivity issues using established procedures, remote tools and site visits.

7.Possesses strong interpersonal/communication skills in all work efforts with customers, management, and co-workers.


Physical Requirements

1.Must be able to do lift, pull and push of equipment and boxes.

2.Work requires a varied amount of walking and standing.


Special Requirements

1. May be required to work in a correctional facility with and without escorts.

2. Must be able to work after hours (weekends and evenings) as needed.

3. Must possess a valid Tennessee driver's license or secure one by date of employment.

4. Must have daily access to an operable automobile and meet County requirements for automobile insurance upon date of employment to support On-Call responsibilities.

Disclaimer

This position is subject to a background check for any convictions that have a substantial relationship to potential job duties. Only convictions that are substantially related to potential job duties will be considered and will not automatically disqualify the candidate.

  • Mobile Diesel Technician II

    6 months ago

    Memphis, United States Cox Automotive Mobility Fleet Services Full time

    Fleet Services – A Cox Automotive Company keeps your fleet moving! Headquartered in Indianapolis, Fleet Services by Cox Automotive has grown to become one of the largest fleet maintenance companies in the country.Fleet Services is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for...

  • Mobile Diesel Technician II

    1 week ago

    Memphis, United States Cox Automotive Mobility Fleet Services Full time

    Fleet Services – A Cox Automotive Company keeps your fleet moving! Headquartered in Indianapolis, Fleet Services by Cox Automotive has grown to become one of the largest fleet maintenance companies in the country.Fleet Services is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for...

  • Quality Technician II

    2 months ago

    Memphis, United States DHL International GmbH Full time

    Execute assigned tasks to support establishment, maintenance, alignment and continual improvement of the QA System. Responsible for day-to-day Quality Assurance activities to ensure compliance with governmental regulations, customer requirements, qua Quality Technician, Technician, Quality Assurance, Forklift Operator, Lift Operator, QA, Technology

  • Diesel Technician/Mechanic II

    2 weeks ago

    MEMPHIS, United States Penske Truck Leasing Full time

    What’s the Job? Ready to move your career forward? As a Technician at Penske, you’ll do exactly that. Here, you’ll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our customers keep their vehicles in shape and on the road. As a Technician II...

  • Diesel Technician/Mechanic II

    1 week ago

    Memphis, United States Penske Truck Leasing Full time

    Job DescriptionWhat’s the Job?Ready to move your career forward? As a Technician at Penske, you’ll do exactly that. Here, you’ll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our customers keep their vehicles in shape and on the road.As a Technician II at...

  • Diesel Technician/Mechanic II

    3 weeks ago

    Memphis, United States Penske Truck Leasing Full time

    What’s the Job? Ready to move your career forward? As a Technician at Penske, you’ll do exactly that. Here, you’ll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our customers keep their vehicles in shape and on the road. As a Technician II at Penske,...

  • Diesel Technician/Mechanic II

    3 weeks ago

    MEMPHIS, United States Penske Truck Leasing Full time

    What’s the Job? Ready to move your career forward? As a Technician at Penske, you’ll do exactly that. Here, you’ll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our customers keep their vehicles in shape and on the road. As a Technician II...

  • Diesel Technician/Mechanic II

    2 weeks ago

    MEMPHIS, United States Penske Truck Leasing Full time

    What’s the Job? Ready to move your career forward? As a Technician at Penske, you’ll do exactly that. Here, you’ll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our customers keep their vehicles in shape and on the road. As a Technician II...

  • Diesel Technician/Mechanic II

    2 weeks ago

    Memphis, United States Penske Truck Leasing Full time

    What’s the Job? Ready to move your career forward? As a Technician at Penske, you’ll do exactly that. Here, you’ll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our customers keep their vehicles in shape and on the road. ...

  • Diesel Technician/Mechanic II

    2 weeks ago

    MEMPHIS, United States Penske Truck Leasing Full time

    What’s the Job? Ready to move your career forward? As a Technician at Penske, you’ll do exactly that. Here, you’ll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our customers keep their vehicles in shape and on the road. As a Technician II...

  • Mobile Diesel Mechanic II

    1 week ago

    Memphis, Tennessee, United States Cox Automotive Mobility Fleet Services Full time

    Fleet Maintenance Technician IIAbout Cox Automotive Mobility Fleet ServicesCox Automotive Mobility Fleet Services is a leading provider of on-site mobile maintenance and repair services nationwide. We specialize in mobile fleet maintenance and repair for light, medium, and heavy-duty trucks and trailers.Job SummaryWe are seeking a highly skilled Fleet...

  • Critical Facilities Technician

    4 weeks ago

    Memphis, United States T5 Data Centers Full time

    The Critical Facilities Technician (CFT) is responsible for all aspects of data center operations related to critical and non-critical infrastructure, equipment, and systems. They will participate in an unwavering attitude and commitment to safety and reliability within the Data Center. The CFT will drive continual improvements to the operational excellence...

  • Specialist-Customer Care II

    3 months ago

    Memphis, United States Baptist Memorial Full time

    Summary Responsible for daily customer inquiries from internal and external customers to completion. Responsible for the daily completion of both claims edit, denial, and no response billing functions for timely follow up. Handles internal and external questions to completion. Understands both paper and electronic claims as well as client invoice billing....

  • Specialist-Customer Care II

    3 months ago

    Memphis, United States Baptist Memorial Healthcare Corporation Full time

    Summary Responsible for daily customer inquiries from internal and external customers to completion. Responsible for the daily completion of both claims edit, denial, and no response billing functions for timely follow up. Handles internal and external questions to completion. Understands both paper and electronic claims as well as client invoice billing....

  • Monitor LDAR Technician II

    1 month ago

    Memphis, United States Clean Harbors Full time

    JOB DESCRIPTIONHPC-Industrial, powered by Clean Harbors, in Memphis, TN is looking for an LDAR Technician to join their safety conscious team at the Valero Site! The LDAR Technician is responsible for using an analyzer & electronic data recorder, is responsible for accurately monitoring components on an assigned route with an industrial facility. You are...

  • Monitor LDAR Technician II

    1 month ago

    Memphis, United States Clean Harbors Full time

    HPC-Industrial, powered by Clean Harbors, in Memphis, TN is looking for an LDAR Technician to join their safety conscious team at the Valero Site! The LDAR Technician is responsible for using an analyzer & electronic data recorder, is responsible for accurately monitoring components on an assigned route with an industrial facility. You are also...

  • Field Installation Specialist II

    1 week ago

    Memphis, Tennessee, United States Lumen Full time

    At Lumen, we are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly.About the RoleWe have an immediate opening for a Field Installation Specialist II in our TN market. The role requires effective installation, decommissioning, and troubleshooting of network equipment and circuits, including fiber,...

  • Customer Support Representative

    5 days ago

    Memphis, Tennessee, United States Auto-Chlor System Full time

    About the RoleWe are seeking a highly skilled Customer Support Representative to join our team at Auto-Chlor System - Memphis.This full-time, in-office position requires a strong background in customer service, with experience in processing orders and resolving issues. The ideal candidate will possess excellent communication skills, both written and verbal,...

  • Customer Support Specialist

    4 weeks ago

    Memphis, United States Auto-Chlor System Full time

    Job DescriptionJob DescriptionSalary: $27-$32 per hourJoin our team as a Customer Support Specialist at Auto-Chlor System - Memphis!Duties/Responsibilities: Proficiency with ERP System(s) and MS Office Suite Input and process orders via ERP system according to department guidelines and policies Receive customer inquiries and determine parts needed using...

  • Desktop Support Technician

    1 week ago

    Memphis, United States Insight Global Full time

    Location: Memphis TN - 5 x a week on site 8am-5pmPR: $26-30Duration: 12 months + extensionsInterview Times: Friday 2 rounds with lead and tech managerMust Haves: 5-10 years of experience with end user device support Previous experience working in a plant or lab environment Has a strong background working and understanding Zebra, Rico Printers, Thermal...