Technical Support | Onsite - Ontario, CA | 28

Job Title

Location: Onsite - Ontario, CA

Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues

Learns about technology deployments and how they fit within business model/strategy

Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation

Looks for opportunities to improve knowledge on technologies

Understands and adheres to the IM process and policies

Uses correct knowledge documents and support materials to answer questions and provide support

Identifies when request/issue should be escalated and assigns to appropriate party

Clarifies asks by listening for understanding and reflecting back

Performs rounds and completes required templates

Uses instrumentation and physical checks (walk-throughs) to monitor

Responds to and resolves incidents affecting operations

Performs physical build-outs, installing computing devices and low voltage cabling

Provides direction to local security staff by assisting in post order definition

Manages identified defects through own and supporting organizations

Follows procedures to collect and manage data so it's available for security audits

Performs maintenance per manufacturer specification

Oversees the activities of on-site vendors performing maintenance

Consistently, without fail, follows all safety guidelines

Interprets security standards and applies to own work

Identifies relevant security standards that apply to own work and adheres to protocols

Understands security risks & implications when evaluating solutions

Knowledgeable about current security controls

Does what is asked within the agreed upon timeframes and according to established procedures, protocols and/or requirements

Demonstrates responsiveness by conveying critical information to decision makers

Demonstrates awareness of the desired outcomes in actions and thoughts

Conducts diagnostic steps to collect data and validate issue

Eliminates variables to pinpoint root cause

Completes testing to confirm resolution

Identify possible solutions and pros and cons to each

Follow up to confirm solution addressed problem

Required Skills: Technical Support

Additional Skills: Technical