This is the highest level of Technical Support classification (Tier II support) requiring knowledge, skills and abilities of all levels of Technical Support work. The position of Technical Support Specialist is one of high responsibility for reliable, economical customer services and satisfaction.
With limited or no supervision, A Technical Support Specialist must already understand and be able to successfully perform the Essential Functions of the Technical Support Representative position. A Technical Support Specialist must maintain working knowledge of computer hardware and software devices. Individuals occupying this position have mastered the concepts of basic to mid-level end-user devices.
A Technical Support Specialist performs functions within Information Technology which include, taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone and walking the customers through resolutions or elevating the issue to higher support. Individuals occupying this position must have demonstrated ability and thorough working knowledge of all aspects of public relations and technical support functions.
A Technical Support Specialist may train, coach and direct Technical Support Representatives in routine and non-routine situations. A Technical Support Specialist ensures that work performed is completed in an accurate, professional manner and sets an example for others of courteous, productive work procedures.
Essential Functions of the Position:
Principally works indoors in an office setting.
Must possess and maintain the ability to:
Respond in a positive manner to supervision.
Work as a cooperative member of a team.
Interact in a professional and courteous manner with co-workers and
Successfully work within deadlines and time constraints.
Must possess the ability to diagnose, identify, research, and troubleshoot a variety of issues that could arise from customer premise equipment and BEC-provided devices.
Must possess the ability to be courteous and provide patient and efficient assistance to customers of all ages and levels of computer knowledge.
Accurately and legibly completes all documentation (computerized timecards, etc.) in accordance with BEC policies and procedures and submits such documentation to the proper individuals for recordkeeping purposes.
May assist in directing and developing Technical Support personnel in all aspects of their duties.
Responds to customer complaints and concerns that cannot be resolved by other Technical Support personnel.
Proficient with ticketing software, such as Kesaya BMS and iVue Connect trouble tickets.
Coordinates with Installation Foreman for on-premises diagnosis and repair.
Ability to focus and follow-through to the resolution of issues.
Ability to communicate clearly in written form to ensure proper recording of all customer interactions and closure of all presented issues.
Ability to prepare accurate, clear, and timely reports.
Must have the ability to function in a non-scripted helpdesk environment.
Must possess a thorough working knowledge of Windows and Apple desktop systems as well as various types of IoTs and internet appliances.
May provide and/or oversee technical assistance and training to help users/Technical Support Representatives become more proficient.
Must be able to provide assistance to System Administrators during times of low call volumes.
Must be able to lift 40-pound shipping packages and/or systems, monitors, etc.
Ability to work independently.
Ability to perform successfully under pressure from deadlines and management.
Well-organized and detail-oriented.
Ability to prioritize and manage multiple tasks to meet defined deadlines.
Ability to accurately diagnose and perform minor repairs to computers and related equipment.
Operates all coop equipment in accordance with BEC policies and procedures, safety rules, manufacturer guidelines, and regulations and/or codes and seeks input from the IT/Security Supervisor and/or Chief Broadband Officer when information is unclear, inadequate or requires interpretation.
Plans the work of the individual assignment, as directed, so that it can be done safely, properly, orderly, and as economically as possible.
Subject to travel intra/interstate, as necessary, for training, meetings, job duties, or to provide assistance to other electric cooperatives.
Complies with all BEC policies, procedures and safety rules as they apply to the Communications Department and recommends to fellow workers the use and practice of the same.
This position is subject to working additional time beyond normal working hours, including evenings, late nights, weekends, and holidays, as needed in emergency situations.
Maintains good working relations with co-workers, BEC members/customers and the general public.
Represented BEC by attending schools/seminars/meetings for improvement of job knowledge and skills, when requested.
Continually explores new ideas to enhance job performance, efficiency, productivity, and work relations. Communicates these ideas to the IT/Security Supervisor, Chief Broadband Officer or designee.
Performs other duties as may be assigned by the IT/Security Supervisor, Chief Broadband Officer or designee.
Experience, Training, Knowledge, Skills, and Abilities:
Must maintain professional knowledge of all issues relating to Information Technology and maintain the desire to improve industry knowledge by attending webinars, seminars, etc.
Must maintain knowledge of Cooperative’s policies related to duties of the position.
Ability to travel intra/inter-state, as necessary, for training purposes, meetings, or to provide assistance to other electric cooperatives, as required.
Must be able to deal with members/customers, the general public and fellow employees in a professional, friendly and courteous manner.
Ability to move about and within an office building and on various terrains.
Ability to frequently stand and/or walk and sit for extended periods of time.
Ability to perform manual and detailed hand work using both hands, sometimes repetitively, in order to operate office equipment.
Ability to lift and/or move a box of copy paper weighing approximately 40 pounds.
Ability to perform essential functions that require frequent, prolonged viewing and use of computer monitor, keyboard and mouse for extended periods of time.
Ability to speak and hear clearly in order to communicate.
Ability to communicate effectively and efficiently, both orally and in writing, with a diverse group of people and personalities. Requires a high degree of interpersonal skills.
Ability to be tactful and get along with diverse groups of people and personalities. Capable of conveying a positive and professional image.
Ability to prioritize and manage multiple tasks, even simultaneously, as well as coordinate projects with other employees working to consistently meet deadlines and budgets.
Ability to listen to and read instructions and other paperwork.
Ability to use judgement and reasoning skills to perform the Essential Functions of the Position.
Ability to speak, hear, understand, and communicate in English.
Must have good math and computer skills.
Ability to use office equipment including the computer and all relevant software, 10-key calculator, typewriter, fax machine, copier, phone system and various other types of business machines as required to do this job.
Must be able to perform required duties during extended hours in emergency situations.
Ability to perform all physical requirements of the position.
Ability to safeguard confidential information.
The fully competent incumbent must possess the following knowledge:
Safety issues affecting office workers.
Workstation, laptop and tablet systems, to include software, hardware and driver updates, as well as network configuration options.
Troubleshooting workstation, laptop and tablet software and hardware issues.
Printer and copier systems, to include device driver installation and updates, as well as troubleshooting of printing issues.
TCP/IP computer network communication protocol, including configuration options, DHCP and DNS functionality.
MS Exchange Server email system, to include the creation, access control and management of Distribution Groups, Inbox Permissions and Shared Calendars.
Wi-Fi security and network AP (Access Point).
Network connectivity troubleshooting, including the use of basic Command Line tools such as PING, IPCONFIG, TRACEROUTE, etc.
Network design and configurations.
Windows-based word processing and spreadsheet.
Computer security measures, firewalls and best practices.
Must possess extensive experience working in a team-oriented, collaborative environment.
Associates or Bachelor’s degree in related field preferred, but work experience may substitute for degree.
Valid Texas Driver’s license and an acceptable driving history.
Must be eligible to be and remain insured as a driver by the Cooperative’s group liability policy for the automotive fleet.
Minimum of five (5) years’ experience in a computer-related field.
This Position Description is intended to identify the essential functions of a position and should not be interpreted as all-inclusive. The employee may be required to perform or assume additional position-related responsibilities other than those stated in this description.
BEC reserves the right to revise or change the position responsibilities as the need arises. This Position Description does not constitute a written or implied contract of employment. The time frames mentioned for successful accomplishment of training phases are for illustrative purposes only and should not be construed as an implied contract of employment for any amount of time.