ITSG Technician II

The Field Support Technician II provides first level technical support for all I.T. activities inside the Worldport Facility and may also play a larger role as needed with regard to escalation and timely case resolution. The Technician II is expected to practice excellent customer service and is responsible for escalating issues appropriately when cases are transferred from the Service Desk. The Technician level II is expected to mentor and train newer technicians as well as act as subject matter experts for varying hardware and software’s within the Worldport Environment. In addition, this individual should be well versed in handling problem escalations as well as familiar with secondary support teams and their functionality within the Louisville Worldport and Campus environments.

Responsibilities

• Perform more advanced on-site troubleshooting to diagnose and resolve computer hardware, software, and network problems.

• Coordinate the timely resolution of computer hardware and software swaps as necessary.

• Participation in special projects and installation of new equipment for projects or customer orders.

• Complete technical reviews for new purchases and assist as requested by customers (This could involve Scheduled Services Team)

• Assist in training of technicians including rotations among different positions within TSG.

• Expand and stay current in technology training areas. This includes continued mentoring and self development.

• Complete audits on inventory of supported equipment and software in production as well as spare equipment. This will include correctly updating the Inventory Database.

• Report back to Service Desk on status of problems and escalate to appropriate support groups when necessary.

• Expected to proficiently update all incidents in SMC or the problem tracking tool with all steps taken through closure and/or incident transfer.

• Communicate and provide efficient follow-up with both vendors and the customers. This may include updates on repairs and equipment estimates, as well as accumulating the paperwork for purchases.

• Assist in the development of long range planning for new projects and computer hardware needs.

• Ability to understand different network topologies and to track problems throughout OSI Model.

• Work diligently with minimal supervision.

• Gather department data as requested.

Requirements

• Proficient in PC Hardware, Software, and Networking (NICs, Protocols, Hub\Switches, Printers, AP’s)

• Thorough understanding of Windows Operating Systems

• Strong knowledge of MS Office Products

• Familiar with UPS mobile devices

• Knowledge of UPS applications

• Outstanding verbal and written communication skills

• Proficient troubleshooting and analytical skills

Preferrences

• A+ Certified

• Net+ Certified

• Tech I or equivalent experience or knowledge

• Two years or more of college-level coursework in computer science, information technology, or a related field.

• Two years of general computer installation, maintenance, and repair experience; or sufficient experience to successfully perform the duties of the job listed above.

• Familiar with HDFS Problem Tracking Tool and Inventory Software

• UPS Operational experience or an understanding of TTG supported equipment and operational package flow.

• Ability to use Systems Management Tools to diagnose and troubleshoot as requested.

• Service Desk or Field Support Experience

• UNIX Knowledge a plus.