Technical Support Specialist
Supervisor: Service Manager
Job Type: Full-time
Directs the installation, maintenance and modifications and minor repairs to CCTV hardware and software systems and provides technical assistance and training to system users by performing the following duties.
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
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/or Experience:
Associate's degree or equivalent from 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.
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
To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel Spreadsheet software and Auto CAD 2013 & Visio 2013 Design software.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
*APS strongly adheres to equal opportunity.