Technical Support Customer Service Technician II

Aventiv Technologies provides systems, applications, telecommunications, and related technology solutions. The Technical Support Customer Service Technician II handles incoming Field Technician and customer support calls, troubleshoots Aventiv systems and network-related issues, documents and resolves tickets, monitors equipment, and provides escalation support and mentorship to Technician I staff.

Responsibilities:

• Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing
• Proactively review and troubleshoot each components related to a monitoring event to ensure that the issue being investigated is not a repeat problem, so reviewing of previous ticket history is needed to rule that out
• Provide remote support to Field Technicians in order to fully resolve customer’s reported problem or issue at hand
• Responsible for following up with the customer on problems, as well as follow designated escalation process and response times for tickets they retain ownership
• Responsible for opening tickets to investigate problems being reported by customers (internal & external)
• Responsible for proactively monitoring facility customer’s equipment to ensure that the network is functioning properly, this includes hardware and or software applications that may alert and need to be addressed in a timely manner
• Serve as next level support / mentorship for the Technical Support Technician I to aid in broadening their overall knowledge and skillset and are the conduit for next level escalation of technical matters
• Technicians are responsible for accurately documenting and monitoring the status of their trouble tickets on a daily basis
• Perform other related duties as assigned or required

Requirements:

• High School Diploma or a General Equivalency Diploma (GED)
• 4-5 years' experience in technical support and/or in a help desk service environment with a focus on telecommunications and/or software support
• Experience in direct customer support with Microsoft Operating System
• Experience in providing remote network support
• Experience supporting Linux/UNIX/QNX and SQL
• Experience supporting POTS, DSL, Cable Modems, Fiber over Ethernet & T1/MPLS circuits
• Microsoft SQL Database Experience
• MCP, MCSE or A+ Desktop, CCNA or N+ Network certifications or a minimum of 6 months as Aventiv Technical Support Call Center Tech I
• Experience with communication ports modems TCP-IP, remote access clients and protocol
• Ability to communicate effectively both orally and in writing
• Ability to handle and prioritize multiple projects and tasks simultaneously
• Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment
• Good analytical and decision-making skills
• Identify and understand issues, problems, and opportunities by comparing data from different sources to draw conclusions
• Knowledge of relevant software, computer applications and equipment
• Must have access to high-speed internet for remote connectivity to Aventiv network when applicable
• Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills
• Strong customer service, interpersonal skills with a positive attitude & self-motivated
• Strong organizational skills; attention to detail
• Comprehensive understanding of telephony, networks, routers, and servers
• Desktop, server and networking equipment application and hardware support
• Proficient in the use of NMS and Dialogic tools
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), and capable of learning new technology
• Basic Telephony experience
• Associate's degree, preferably in Information Technology, Computer Science or Electronical Engineering or related field of study
• Correctional industry experience
• Relevant work experience in a telecommunication industry
• Comp TIA A+ Certification