Customer Support Technician II

3 weeks ago


Nashville, United States My3Tech Full time

Hello,

Hope you are doing well,


Position: Customer Support Technician II

Location: Tennessee

Duration: Long Term

Client: State of Tennessee


Job Description:

Works under general supervision to provide technical and network problem solution to

end-users by performing a question diagnosis while guiding users through step-by-step

solution and ensure maximum uptime and efficiency of all network equipment within all

Shelby County Departments.


Duties and Responsibilities:

• Installs, tests, troubleshoots, and operates personal computer, telephone, and

network hardware and software components.

• Receives and process PC and telephone-related calls to the Service Desk and

resolves basic issues via telephone, email, FAX, and memo.

• Identifies and escalates priority issues per user specifications.

• Diagnoses and resolves technical and software issues.

• Provides alternative solutions, where appropriate, with the objective of

maintaining user’s satisfaction.

• Participates in the reviewing of established procedures for accuracy in the

following areas: projects, network hardware and software, telephone hardware

and software etc.

• Locates and resolves complex LAN hardware and software issues using available

tools.

• Installs, configures, and troubleshoots PC to LAN connectivity in an environment

ranging from Windows 7 to Windows 11, Cat5e to fiber.

• Installs, configures, and troubleshoots desktop telephone to switch connectivity.

• Ensures that computer and telephone equipment is properly tracked, received,

and relocated out/in for inventory repair.

• Coordinates activities with outside vendors, maintenance contract, etc.

• Maintains accurate computer-based call records and reviews to ensure

achievement of QOS and SLA goals.

• Utilizes group discussion, publications, and other relevant sources to improve

personal knowledge-base and skill set.

• Follows up and makes scheduled call backs, where necessary.

• Stays current with system information, changes, and updates.

• Performs other related duties as assigned or directed.


Reagrds

Manikanta.Yerra



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