The Tier 2 Technician will be the primary point of contact for our customers in need of technical assistance. This position will be responsible for managing multiple issues across the globe simultaneously. The position will occasionally require trips for product installation in the New England area. The Tier 2 Technician will work closely with production on system builds and with Tier 3 on software bugs.
Job Title
Technical Support Technician (Tier 2)
Job Type
Full-Time
Job/Office Location
Manchester, NH, United States
Desired Skills & Experience
Essential Duties/Responsibilities
- The escalation point for issues being escalated from Tier 1 (resellers) and Field services
- Responsible for break/fix actions
- Effectively managing support tickets in a controlled ticket system
- Work continuously to increase Tier 1 product knowledge by reviewing escalated cases on a weekly basis
- Enhance internal technical knowledge base as new information comes to light
- Local installation of products (Typically within driving distance of Manchester NH)
- Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
- Stage computer hardware, software, and deploy images (Experience with Clonezilla, RAID setup, and drive partitioning is a plus)
Qualifications
- Ability to demonstrate strong analytical and problem-solving skills. Excellent written communication and verbal skills, as well as strong listening skills
- Ability to handle multiple priorities
- Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
Education and/or Experience
- The ideal candidate will have a degree in IT or systems management with 2 years of experience
- Must have in-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN networking and IT network experience
- Experience with VoIP phone systems or P25 radio systems
- Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
- Experience in complex software systems
- Experience with general communication equipment
- Basic Microsoft Office skills
Other Requirements
- Ability to lift 100 lbs
- Component-level soldering skills
- Shipping, receiving and data entry for inventory tracking as needed
- Must be fully vaccinated against COVID-19
About Exacom
Exacom is a leading provider of multi-media recording solutions for public safety, homeland security, defense, utilities, and transportation applications.
We are known for a longstanding and ongoing commitment to providing quality engineered solutions and outstanding customer service. Exacom accomplishes this through innovation from remarkable talent.
