Technical Support Specialist I

7 days ago


McHenry, Illinois, United States Heartland Full time
Job Description

Job Summary:

Heartland is seeking a highly skilled and technically proficient individual to join our team as a Technical Support Specialist I. In this role, you will provide expert technical assistance to customers, both internally and externally, and play a critical part in ensuring the smooth operation of our mobile device management solutions.

Key Responsibilities:

  • Provide initial point of contact for technical issues, offer customer support, troubleshoot, diagnose, and resolve issues via various communication channels.
  • Evaluate and escalate calls and assign tickets to 2nd and 3rd level support teams or field technicians as necessary.
  • Maintain critical relationships throughout the problem/resolution cycle and communicate actively with other departments detailing specific customer's issues.
  • Monitor ongoing customer issues and open tickets to ensure timely resolution.
  • Develop technical support and training tools that increase system usability and both technical and end-user documentation, ensuring that we build a process that allows us to resolve recurring issues efficiently.
  • Create and maintain documentation, including troubleshooting tips, customer/Internal FAQs, resolutions to common issues to build a knowledge base for the customer portal, escalating cases as needed within process guidelines, and continued education within Heartland's helpdesk syllabus.
  • Interact with all areas of Heartland, manufacturers, and partners, and be responsible for getting the appropriate resources involved to bring the case to resolution.
  • This position also trains clients to help them learn to use AIDC hardware or software applications.
  • Respond to all incoming requests within a timely manner.

Requirements:

  • At least one year of experience working as a technical support specialist, including: creating and managing incident (issue) problem tickets, using problem tracking software and knowledge base to analyze and resolve customer problem tickets.
  • Ability to document and convey technical information and communicate with and assist end users.
  • Ability to successfully work within a fast-paced, dynamic environment, multitask, work independently and in a team environment.
  • Continuing education through mandatory trainings from Tier 2, Tier 3, Manufacturers, and Business Partners.
  • The ability to maneuver under desks and tables, and work with and lift equipment up to 50 lbs.
  • Familiarity with office tools such as Microsoft Word, Excel, and Outlook.
  • Possible accompanied travel to customer locations as needed.

Preferred Qualifications:

  • One year of computer hardware and software support within AIDC.
  • One year of networking experience or training within enterprise infrastructure.
  • Experience with Mobile Device Management solutions such as SOTI MobiControl, Wavelink Avalanche, Microsoft Intune, MaaS 360, AirWatch, and ConnectWise CRM for use as a ticketing system.
  • Experience verifying software/equipment is properly configured and network connectivity is operational and correctly connected to network.

About Heartland:

Heartland is an industry-leading mobile device management solutions integrator, providing our clients with a portfolio of award-winning products and services, and decades of experience simplifying and optimizing mobile workforces.

We strive to bring the following to our clients:

  • Simplicity - We are your one point of contact for support and guidance from procurement to retirement, giving you everything you need to keep your mobile workforce performing.
  • Expertise - With unmatched experience across brands and devices, we are an expert partner serving customers in various industries. No one knows mobile technology as we do.
  • Value - By saving time and resources by reducing our customers' administrative, technical, and operational challenges, we offer incomparable value.

As an employer, Heartland applies a policy of equal opportunities. We build our teams based on the assessment of candidates' competences and their professional achievements.



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