Systems Support Technician - Tier 1

Role Overview

This position is responsible to provide technical support to customers and technicians for all facets of IP / Video equipment.

Key Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers' expectations.
• Provide on-call support for UAS customers as assigned.
• Responsible to complete paperwork, data entry, and unit configuration associated with video equipment installations and service calls in an accurate and timely manner.
• Ability to complete non-help desk / support projects as needed.
• All other duties as assigned.
• Three years of technical support work experience or equivalent experience
• Position requires extensive use of PC for brief and extended periods of time depending upon project.

Qualifications

Work Requirements

EEOC Statement

UAS provides equal employmentopportunities to all employees and applicants for employment and prohibitsdiscrimination and harassment of any type without regard to race, color,religion, age, sex, national origin, disability status, genetics, protected veteranstatus, sexual orientation, gender identity or expression, or any othercharacteristic protected by federal, state, or local laws.