IT Support Technician

 

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Duties & Responsibilities Network Monitoring and Troubleshooting SunWatch Technicians are responsible for the continuous monitoring of Toll system hardware and software, ensuring the seamless operation of switches, firewalls, and remote technologies. They promptly address incoming calls, assisting callers in resolving Toll system issues, diagnosing problems, and delivering effective solutions. Dispatching & Coordinating Field Technicians for Toll Sites In situations where on-site intervention is required to address Toll system issues, SunWatch technicians play a crucial role. They relay comprehensive details about Toll system problems to field technicians and efficiently schedule their deployments to specific locations for Toll system equipment maintenance. Furthermore, they manage field technician schedules, provide remote support, and meticulously document repair records for each client. Documenting Calls and Service Outcomes SunWatch technicians maintain meticulous records of all incoming calls, including detailed accounts of technical issues addressed during each call. They keep comprehensive logs of resolutions, engage with vendors to address persistent issues, and utilize a ticketing system to update progress information for each call. Qualifications Skills The selected technician should possess the ability to diagnose and resolve issues using technical expertise, computer proficiency, and analytical skills. Ideal candidates for these roles should demonstrate:

• Proficiency in Remote Troubleshooting: A fundamental understanding of networking technologies and the capacity to troubleshoot issues with switches and related equipment.
• Computer Skills: Knowledge of computer operating systems, with a minimum requirement of proficiency in Microsoft Windows (Linux/Unix knowledge is a plus).
• Customer Service: The capability to effectively resolve customer issues, whether through email or telephone, in a timely manner.
• Analytical Thinking: The aptitude to analyze system issue information and derive practical solutions, whether from online reports or telephone discussions.
• Problem-Solving Skills: The capacity to persistently follow through after diagnosing system problems until resolution is achieved.
• Communication Skills: Strong verbal and written communication skills for effective interaction with fellow technicians, callers, vendors, and managers. Listening skills are crucial for understanding caller concerns and issues.

Experience/Education Required (Minimum one year of real-world experience with a reputable IT company is also acceptable.)

• Knowledge of local area networks, wide area networks, and remote troubleshooting.

Physical Demands

• Ability to safely and effectively perform essential job functions in accordance with ADA and other federal, state, and local standards.
• Sedentary work that predominantly involves sitting or remaining stationary, with occasional mobility within the office for meetings and other activities.
• Proficiency in conducting repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

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