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Technical Assistance Specialist

2 months ago

Enon, Ohio, United States CBTS Full time

CBTS is seeking dedicated individuals for the role of Technical Assistance Specialist. This position involves a comprehensive engagement with our client to deliver exceptional technical support services.

*This role necessitates full-time presence at the client's facility.*

*Candidates must be flexible to work various shifts, including evenings, nights, weekends, and holidays as part of a rotating schedule.*

Key Responsibilities:


• Utilize remote access tools and cloud-based technologies to assist with technical issues related to hardware, software, and network applications.


• Handle multiple simultaneous connections to various locations, prioritizing repairs based on urgency.


• Assess and address data packet loss affecting network performance, implementing solutions to restore full functionality.


• Proactively identify and resolve issues before they escalate, leveraging cloud and web applications.


• Analyze and recommend improvements for the efficiency of store systems and applications.


• Provide clear verbal instructions for on-site diagnostics and repairs.


• Follow established protocols for software installation and guide field personnel in setting up new equipment.


• Configure and upgrade software on newly deployed devices.


• Set up and adjust DVR equipment, ensuring proper configurations for multiple cameras.


• Deliver troubleshooting support using remote tools for legacy systems.


• Manage a queue of support tickets, addressing them based on priority levels.


• Identify recurring issues by reviewing case histories and adapting resolution strategies to minimize repeat occurrences.


• Interpret and adhere to procedures outlined in the internal knowledge base.


• Contribute to the knowledge base by documenting solutions and processes.


• Collaborate with third-party help desk vendors as necessary.


• Maintain inventory levels and order parts as required.


• Provide telephone support as needed.


• Participate in training sessions to stay updated on new troubleshooting techniques and technologies.


• Communicate critical events promptly to Store Support Team Leads.


• Perform additional duties and special projects as assigned by management.

Education Requirements:


• An Associate degree in Computer Networking or equivalent experience in a related field.


• Specialized training in network communications, PC architecture, and application support.

Experience Requirements:


• Previous experience in a help desk or technical support role is preferred.

Skill Requirements:


• Comprehensive understanding of store network infrastructure (hardware and software), PC architecture, wireless communication, and third-party devices.


• Proficient in managing multiple connections and prioritizing repair tasks effectively.


• Strong research and problem-solving skills.


• Ability to thrive in a fast-paced work environment.


• Excellent verbal communication skills, with the ability to convey technical information in an understandable manner.


• Highly organized, capable of working under pressure to meet deadlines.


• Strong understanding of inter-departmental functions and operations.


• Physical capability to perform tasks involving bending, standing, and reaching.


• Ability to lift items weighing up to 40 pounds occasionally.