Technical Support Specialist II - 1st Shift - Onsite at Viva USA Inc.

Title: Technical Support Specialist II - 1st Shift - Onsite

 

 

 

 

Mandatory skills:

 

 

Networking
customer service
Test systems, ticketing system
customer systems, customers issues, technical support, calls, ticketing systems, e-mail
software equipment, hardware equipment, laptops, servers, LPR camera systems, IP cameras
Cellular Network Configuration, POE, Power Over Ethernet, NetCould, Linux
Service Now, Google Suite, Bomgar, Windows

 

 

Description:

As an ALPR Technical Engineer, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.

 

Duties and Responsibilities:

With remote access to customer systems, Install or troubleshoot the company s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
Provide courteous and knowledgeable troubleshooting support over the phone and via email.
Ensure timely and accurate set up of all systems.
Phone Support during regular business hours and on-call availability during off hours.
Monitor Chat sessions to assist other team members.
Test systems to ensure they are working correctly.
May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.
Follow the department process, procedure, and metrics for a technical support II technician
Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system
Train customers on use of systems including software, hardware and installation.
Multi-task and have excellent time management skills
Understand the severity of an issue and escalate issues efficiently and appropriately.
Demonstrated strong work ethic
Position requires that the first 1 weeks of training will be on-site at the Fort Worth, TX location.

 

Basic Requirements:

High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
Must be able to obtain background clearance as required by government customers
2+ years of Networking Experience Preferred
2+ years of customer service experience Preferred

 

Skills/Requirements

 

Service Now
Google Suite
Bomgar
Windows

 

Nice-to-have skills

 

Cellular Network Configuration
POE (Power Over Ethernet)
NetCould
Linux

Work experience in a public safety environment desired

Note:

Work Schedule: 7 am to 3:30 pm
Training expected to be in this office for first week
Temp to hire

 

 

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

 

 

Contact Details :

 

 

 

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008