Performs on-site or in-house servicing, repair and/or installation of company product(s) including system hardware and software, PC's, and networking/wireless networking. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Determines most cost effective repair/resolution to minimize customer downtime. Prepares reports for analysis of product failure trends and service ability issues. Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support. May involve use of problem management databases and help desk system.
The Specialist Level works on assignments of a diverse scope where analysis of data requires evaluation of identifiable factors. Exercises judgement within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Ensures that all schedules, transmission, on-line systems, and problems are resolved in an accurate and timely manner. Utilizes technical expertise for moderately complex aspects of major system components used to support business. Acts as a resource for lower level technicians. Requires 5-10 years of related work experience, or Bachelor’s degree, or technical training, or equivalent combination of education and experience. Employees working on client accounts must possess A+ certification.