Technical Support Specialist

Technical Support Specialist (Madison, WI) Department: Service; Sub‑Manager: Service Manager Job Type: Full‑time Summary: Directs the installation, maintenance and modification and minor repairs to CCTV hardware and software systems and provides technical assistance and training to system users. Essential Duties and Responsibilities Manages the on‑site timeline and deliverables for requested client scope of work. Assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, DVR, NVR, cameras, etc. on client’s premises. Monitors the Field Services Technician to verify correct system installation and operation. Responds to client inquiries concerning systems operation and diagnoses system hardware, software and operator problems. Instructs users in use of equipment, software and manuals. Works under general supervision with latitude for independent judgment. Displays moderate skills with high level of proficiency. Recommends or performs minor remedial actions to correct problems. Coordinates activities with help desks, network services or other information systems groups. Provides updates, status and completion information to manager, problem request tracking system (ARC), and/or users, via voicemail, e‑mail or in‑person communication. Directs the replacement of defective or inadequate equipment. Refers major hardware problems to service personnel for correction. Ability to read, analyze and interpret Job Specific SOW documents, technical procedures or governmental regulations. Ability to write SOW documents based on completed project drawings and product manuals. Supervisory Responsibilities Directly supervises Field Installation/Service Technicians. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include skill set validation, site time management and scope of work implementation; planning, assigning and directing work; appraising performance; rewarding and disciplining sub‑vendors; addressing complaints and resolving problems. Education and Experience Associate’s degree or equivalent from a two‑year college or technical school; or one to two years related field experience and/or training; or equivalent combination of education and experience in the CCTV industry. Reasoning Ability Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Computer Skills Knowledge of Microsoft Word, Microsoft Excel spreadsheet software and AutoCAD 2013 & Visio 2013 design software. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. #J-18808-Ljbffr