Primarily assists customers over the phone to remotely diagnose software related problems and guide customers through the resolution of problems. Installs, modifies, and makes minor repairs to customer equipment, and provides technical assistance and training to system users. Provides internal support for field technicians deployed to customer facilities.
Requirements
- Microsoft Word, word processing software, and Microsoft Excel spreadsheet software.
- Understanding of operating systems, networking, and peripherals.
- Connect to other networks remotely.
- Helpful to understand PLC programming.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Responsibilities
- Installs or assists service personnel in installing software, hardware, and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises.
- Loads specified software packages, such as Kahler-written software, operating systems, and drivers, onto customer computers.
- Enters commands and observes system functions to verify correct system operation.
- Responds to client inquiries concerning systems operation and diagnoses system software, hardware, and general operator problems over the phone.
- Instructs users in the use of equipment, software, and manuals.
- Recommends or performs minor remedial actions to correct problems.
- Accommodate in-house software testing for Software Engineering and provide a written report of problems or bugs encountered internally or in the field.
Other
- Associate degree (A. A.) or equivalent from a two-year college or technical school in computer programming, networking, electronics, CompTIA A+ or equivalent; or six months to one year related experience and/or training; or equivalent combination of education and experience.
- Must communicate effectively with clients who may be under considerable stress.
- Must listen effectively to understand customers’ issues and effectively communicate solutions that customers can understand and implement.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
- Valid Driver's License
