Support Technician - Tier 1

Innovative Controls Systems Position

The main focus of the position is to provide first level technical support to users of Innovative Control Systems' products and services. Trouble shooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems.

Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

Essential Duties and Responsibilities:

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Good communication skills.
• Contributes to support team effort by accomplishing related results as needed.
• Identifies problem and course of action within time limit set by call priority.
• Notifies Floor Manager if COA hasn't been achieved within allowable time limit.
• Follows schedule set forth by management.
• Available to work weekends and holidays on a rotating schedule.
• Available to work overtime as call volume demands.
• Ability to travel over night when called upon.
• Ability to train others.
• All miscellaneous duties delegated by Support Management.

Competencies:

• Behavior – Maintains a positive work atmosphere by behaving appropriately.
• Technical Skills – Identifies and resolves problems in a timely qualified manner. Strives to build knowledge base. Shares expertise with others.
• Troubleshooting Skills – Ability to identify root causes and problem resolution by identifying the problem, identifying the causes, identifying the solution.
• Customer Service – Empathizes with the client's problem, and conveys a helpful attitude in all interactions. Demonstrated ability to handle direct customer interaction professionally.
• Oral/Written Communication – Speaks/Writes effectively in all situations.
• Teamwork – Contributes to a positive team environment.
• Diversity/Ethics – Treats all people with respect. Follows chain of command outlined by management.
• Motivation – Demonstrates persistence and overcomes obstacles.
• Attendance/Punctuality/Overtime - Consistently at work and on time; ensures management is informed when absent or tardy, completes scheduled shifts. Works overtime when requested.

Qualifications:

Education: Associates degree or equivalent from Two-year College or technical school or equivalent experience.

Experience: Six months or more of directly related customer service experience and/or equivalent in-house training. Previous contact center experience, electrical or mechanical a plus.

Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.

Other: Good phone skills, outgoing personality, able to display empathy, can articulate well to various personality types. Working knowledge of MS Office, Fundamental knowledge of MS operating systems, Fundamental knowledge of networking principles, Fundamental understanding of troubleshooting and diagnostic processes.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the traditional indoor office work environment is usually moderate. There is no or very limited exposure to physical risk. This position may occasionally require travel including an overnight stay as may be necessary to meet customer needs. Normal risks associated with travel and/or set-up of Company's system (or other field work) may be expected.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.