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IT Technical support specialist

IT Technical support specialist
MN, Rochester

Job Description

The Role

The IT Technical Support Specialist is a client facing role and will be onsite at a client’s location. This role handles customer issues involving Alpha Video Digital Signage solutions and related audio equipment. These issues may be complex involving application setup, administration, and availability with a focus on the following technologies (HTML, JavaScript, .NET, MS-SQL and IIS). The Support Specialist will work with his/her Support team members and other resources to identify and resolve more difficult issues with the digital signage applications to identify defects, develop application workarounds and resolve customer issues related to use.  Issues will be entered in a call database and tracked through to resolution.

As a Technical Support Specialist, a typical day might include the following

  • Primary contact for the Digital Signage software internally at a client’s location.
  • Own issues through resolution and communicate status to clients.
  • Handling incoming telephone calls and electronically reported issues from customers.
  • Accurately describing and maintaining status of each issue entered in a call tracking database.
  • Analyzing, testing and resolving digital signage & IPTV software defects, administration issues and end user training issues, working directly with customers.  Engage digital signage & IPTV Services and Development staff as appropriate to bring issues to resolution.
  • Resolving complex issues involving Windows Servers, AWS Servers, HTML, LDAP, JavaScript, .NET, TLS, MS-SQL and IIS
  • Comfortable with remote access technologies such as TeamViewer, VNC, Bomgar, Putty.
  • Knowledge of Scala, TriplePlay, Tightrope or other digital signage a plus.
  • Assisting in rolling out system updates, with participation in the change control process.
  • Developing knowledge of digital signage & IPTV software products and new system updates, as they become available.
  • Tracking customer assets, and updates, in call tracking database.
  • After hours coverage for critical software issues as needed and participation in 24x7 on-call schedule.
  • Properly manage customer expectations and customer relationships within the boundaries dictated by policy and process.
  • Help maintain the FAQ database, and independently contribute to the knowledge base.
  • Assist with testing newly released software packages and updates.
  • All other duties as assigned and deemed appropriate.

Traits we believe make a strong candidate

  • Previous experience supplying customer support for an organization that delivered web-based enterprise applications, digital signage applications or content management systems.
  • Excellent problem solving and troubleshooting skills.
  • Ability to prioritize and assign or inherit tasks as they are reported to the help desk.
  • Experience using a call tracking system.
  • Excellent written, verbal and listening communication skills.
  • Documentation skills including MS Office experience (Excel, Outlook, Word, Teams, Other).
  • Show a willingness to learn and adapt while presenting ideas or solutions.
  • Maintain positive attitude
  • Maintain professionalism
  • Organizational, logistical and analytical skills
  • Resourceful
  • Ability to solve unusual or unexpected problems.     

To qualify for this position, you will need to have the following

  • Availability to work occasional evening and weekend
  • Availability for on call duty for support purposes, includes nights and weekends.
  • High school diploma or equivalent
  • Two-year technical degree in computer/network administration or relevant work experience.

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