Technical Support Assistant

18 hours ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Akkodis Akkodis is seeking a Technical Support Assistant for a 6+ months contract with a client located in Framingham MA Pay Range: $28/hr. - $30/hr. (The rate may be negotiable based on experience, education, geographic location, and other factors.) Job Description:

• Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
• Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
• Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
• Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
• Assist with support verification projects providing a UAT smoke test of upcoming releases and/or hot fixes
• Contribute content to our growing knowledge base.
• Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods

Required Qualifications:

• High School Diploma or GED
• 2+ years' experience in customer service or technical help desk
• 1+ years' experience with resolving complex technical issues through research, log analysis, issue reproduction, or advanced troubleshooting

Preferred Qualifications:

• Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems.
• Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA
• Understanding of basic AC and DC circuitry and electronics
• Advanced Knowledge of SQL database engines
• Advanced experience in Access Control, Video, Intrusion, and related technologies
• Excellent listening, verbal, and written communication skills
• Professional telephone manner and outstanding customer service skills
• Ability to multitask and work independently
• Detail oriented to effectively resolve technical customer issues
• Enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills
• Ability to meet tight deadlines and adapt to change
• Excellent interpersonal skills, ability to work well with customers, peers, team leads, management, and other departments.
• Experience working with currently supported Linux operating systems
• Experience with virtualization technology (VirtualBox)
• Knowledge of TCP/IP, DNS (Domain Name System), SSL (Secure Sockets Layer) and other networking concepts.
• Understanding of Access Control components such as electrified locks, door contacts, card readers

If you are interested in this Technical Support Assistant job in Framingham MA , please contact Nitesh Kumar at View phone number on click.appcast.io) or View email address on click.appcast.io. For other opportunities available at Akkodis go to This position requires the use of information or access to facilities subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). These regulations may limit access to controlled technologies: 1) to U.S. Persons, including U.S. Citizens, lawful permanent residents, and other narrow categories including some refugees and asylees, or 2) to certain foreign nationals that have received an export license. Equal Opportunity Employer/Veterans/Disabled Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees with the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit . The Company will consider qualified applicants with arrest and conviction records by federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

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