Tier 1 Support Technician

As a Tier 1 Support Technician, your responsibility is to provide first-level technical support to users of Innovative Control Systems’ products and services. Troubleshooting 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, and network testing.

CAREER ADVANCEMENT: Opportunity to advance quickly to Tier 2 doing site installs starting at $27 per hour & additional travel bonus for each night traveled.

ESSENTIAL DUTIES & 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 the time limit set by call priority.
• Notifies Floor Manager if COA hasn’t been achieved within the 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 overnight when called upon.
• Ability to train others.
• All miscellaneous duties delegated by Support Management.

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.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.