Level 1 Technician

Digital Ally Career Center; Lenexa (KS); On-site; USD 36,000 - 48,000; Full time

Job summary

Digital Ally Career Center in Lenexa, KS is seeking a Product Support Level 1 Technician to assist customers with basic product issues. You will follow install guides, manuals, and knowledge base articles to guide customers toward general problem resolution.

This entry-level role handles calls and emails, creates cases in the ticketing system, stays organized, and takes direction from Level 2 and Level 3 technicians, reporting to the Customer Service Manager.

Qualifications

• Basic technical understanding of all Digital Ally products.
• Familiarity with automotive vehicle wiring, computers/servers, wireless networking, and network design.
• Able to follow install guides, manuals, and knowledge base articles.

Responsibilities

• Answer phone calls and emails from customers in a timely manner.
• Create cases in the customer tracking database for every contact.
• Take direction from Level 2 and Level 3 technicians and report to the Customer Service Manager.

Skills

Automotive wiring

Computers/servers

Wireless networking

Network design

Job description

Product Support Level 1 Technicians should have a basic technical understanding of all Digital Ally products. This position should be able to find and follow all install guides, user manuals, troubleshooting documents, knowledge base articles and other documentation to successfully guide customers to general problem resolution. A basic general understanding of the following is necessary:

• Automotive vehicle wiring
• Computers and server operation, both hardware and software
• General wireless networking knowledge
• General network design knowledge

The Level 1 Technician is the first tier of support, responsible for answering phone calls and emails from our customers in a timely fashion. Immediate problem resolution is the goal. This position is required to create cases in our customer tracking database for every contact opportunity. The Level 1 Technician should be organized and self-motivated and must be able to take direction and apply it to future contact opportunities. This position will receive direction from Level 2 and Level 3 Technicians and reports to the Customer Service Manager.