Customer Support technician II

1 week 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.

Regards
Manikanta.Yerra

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