Technical Support Technician II
Carrollton, TX

Job Description

Overview

JOB SUMMARY

Responsible for handle all incoming Field Technician calls, providing detailed troubleshooting and problem resolution assistance related to Securus systems, applications and products which includes but not limited to Securus Call Platform (SCP) user interface and/or network peripherals, provisioning page, along with, other customer software and applications and third party system integrations.

Responsible for accurately generating, documenting and resolving tickets within the ticket tracking (HEAT) system, while maintaining customer communications throughout the repair process through resolution and closure.

Responsibilities

Essential Duties

* 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 alarm (E-Imports, Orion, and Zabbix), 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.

Knowledge, Skills, and Abilities

* 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.
* Identifies and understands 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 Securus network when applicable.
* Must have access to high-speed internet for remote connectivity to Securus 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
* Comp TIA A+ Certification

Qualifications

Minimum Qualifications

* Associates degree or equivalent work experience.
* 4-5 year's experience in a 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 Securus Technical Support Call Center Tech
* Experience with communication ports modems TCP-IP, remote access clients and protocol.

Preferred Qualifications

* Bachelor's degree, preferably in Information Technology, Computer Science or Electronical Engineering
* Correctional industry experience
* Relevant work experience in a telecommunication industry
* Microsoft SQL Database Experience
* Comp TIA A+ Certification

Physical Requirements

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.