Customer Support Technician II
3 weeks ago
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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