Support Specialist
Job Description :
Familiar with basic computer and network troubleshooting techniques and methodologiesPC Troubleshooting tasks
Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, Software
Installing Printer drivers, IP Printing / Cloud Printing
OneDrive Setup and migrations w / OneNote Cloud Sharing
Attempt Data Recovery on failed systems
Troubleshoot Encryption issuesTroubleshoot Password issues
MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 foremployees using iPlanet and O365
Mac LAN / WAN connectivity troubleshootingNetwork Troubleshooting task
Diagnose cabling issues
Network port connectivity verifications
Locating rogue networking devices
Networking component swapouts (Router, Switch, WAP)
Ability to become familiar with approved hardware
Cisco VOIP installation and troubleshooting supportLAN / WAN support and troubleshooting
Ability to utilize TACACS to view switch information
Ability to utilize NetDB to perform port assignments
Customer Communication Skills
Ability to maintain composure with challenging customers
Able to direct customers to correct support groups
Time and resource management
Workload Prioritization
Sense of urgency
Need Spotlight and Tech Service KB access
Due to testing environments...must be able to support all field equipment that FieldTechs support i.e. PSCAN, STARBASE, POS, FSM, Ship N Get, Drop Box.
Additional skills & Support required
Freight - Level of support provided prior to Execnet
Manage Freight HQ PCL
Tech would order pc equipment through freight depot
Break / Fix / Temp replacements - Escalated with Freight Depot
Cell support - tech setup / troubleshooting of cell phones (non mgmt. included)
Ready and assist with video conferencing equipment
New board room video equipment
Will have some assistance with Video Conference Room support
Maintain Video Conference Equipment
Point of contact for Level 3 video conferencing - Point to point bridging
Networking - Troubleshoot, cross-connects, monitor port utilization, Wireless APswap-out, Switch Install / Swap-out
Work w / Network Engineer
Cisco VOIP support (Install / Troubleshooting)
Intermediary between multiple support groups
Setup and troubleshoot new-tech non-standard devices (Typically PC equipment,accessories)
Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini)
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