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    Customer Support Technician II - Nashville, United States - My3Tech

    My3Tech
    My3Tech Nashville, United States

    3 weeks ago

    Default job background
    Technology / Internet
    Description

    Hello,

    Hope you are doing well,

    Position: Customer Support Technician II

    Location: Tennessee

    Duration: Long Term

    Client: State of Tennessee

    Job Description:

    Works under general supervision to provide technical and network problem solution to

    end-users by performing a question diagnosis while guiding users through step-by-step

    solution and ensure maximum uptime and efficiency of all network equipment within all

    Shelby County Departments.

    Duties and Responsibilities:


    • Installs, tests, troubleshoots, and operates personal computer, telephone, and

    network hardware and software components.


    • Receives and process PC and telephone-related calls to the Service Desk and

    resolves basic issues via telephone, email, FAX, and memo.


    • Identifies and escalates priority issues per user specifications.


    • Diagnoses and resolves technical and software issues.


    • Provides alternative solutions, where appropriate, with the objective of

    maintaining user's satisfaction.


    • Participates in the reviewing of established procedures for accuracy in the

    following areas: projects, network hardware and software, telephone hardware

    and software etc.


    • Locates and resolves complex LAN hardware and software issues using available

    tools.


    • Installs, configures, and troubleshoots PC to LAN connectivity in an environment

    ranging from Windows 7 to Windows 11, Cat5e to fiber.


    • Installs, configures, and troubleshoots desktop telephone to switch connectivity.


    • Ensures that computer and telephone equipment is properly tracked, received,

    and relocated out/in for inventory repair.


    • Coordinates activities with outside vendors, maintenance contract, etc.


    • Maintains accurate computer-based call records and reviews to ensure

    achievement of QOS and SLA goals.


    • Utilizes group discussion, publications, and other relevant sources to improve

    personal knowledge-base and skill set.


    • Follows up and makes scheduled call backs, where necessary.


    • Stays current with system information, changes, and updates.


    • Performs other related duties as assigned or directed.

    Reagrds

    Manikanta.Yerra

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