Technical Support Specialist

Job Description

Job Description

Qualifications: An associate or bachelor’s degree in information technology is required. Must have previous experience working in IT via schooling or previous employment.

Must understand the fundamentals of networking and have computer hardware knowledge and experience with both PC and Apple operating systems, and Microsoft office. Must have proficiency with both verbal and written instructions and procedures, as well as strong English language skills (verbal and written).

This is an entry level helpdesk technical support position. This position supports day-to-day customer needs, such as answering phones, creating support tickets, placing monitored life safety accounts on and off test, updating customer account information, registering new systems and basic troubleshooting of various security and surveillance systems. These systems include fire devices, burglar devices, video surveillance and access control. You will work directly with customers and 2Krew staff, assisting them with product and technical questions. This is not a general Customer Service position. It is an IT position.

This role is currently based in our Kittanning, PA office and the incumbent is expected to commute or relocate as necessary. Relocation assistance is not provided for this position.

This is a full-time hourly position.

Duties and Responsibilities:

1. Technical Support Specialist Tier I

• Provides a timely response to all customers and 2Krew associates calling or emailing for technical support.

• Triages and logs all technical support calls and emails based on priority level.

• Reviews daily reports from 2 Krew’s life safety monitoring center and triages known problems for the technical support department for review.

• Registers and provisions cellular communication devices for life safety systems.

• Places monitored life safety accounts on, and off test as needed for testing.
  Updates customers’ contact information on all platforms as needed.

Project and Service Support

• Services clients on site as needed.

• Assists with improving customer problem solving reference manuals and procedures.

  Performs all other requested work as directed by the IT Manager.

Business Process support

• Contributes to new procedures and systems.

• Adheres to the company’s ethics, privacy policies and all other policies and procedures.

• Participates in the continual improvement of systems, processes, policies, procedures, and materials relating to the operation of the company.
  
  

Job Factors:

• Ability to demonstrate effective interpersonal skills, professionalism, time management, confidentiality, and good decision-making skills.

• Ability to plan, organize and prioritize projects, tasks, and daily work.

• Excellent verbal and writing communications skills required.

• Must demonstrate discretion, integrity, patience, management of stress and anger, and fair-mindedness consistent with all company policies and procedures.

• Maintains positive working relationships with all employees, management, clients, outsiders, and staff.
• Must be able to climb ladders and work in all weather conditions for periodic field tech training.

2 Krew provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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