Technical Support Specialist

Advanced Project Solutions (APS); Madison (WI); On-site; USD 52,000 - 76,000; Full time

Job summary

Advanced Project Solutions (APS) seeks a Technical Support Specialist to oversee on-site CCTV system installation, maintenance and minor repairs while providing technical assistance and user training at client locations.

The role requires installation supervision, coordination with field technicians, and the ability to interpret SOWs and manuals to ensure successful project completion. This is a full-time on-site position in Madison, WI, with opportunities to grow in a Service Department.

Qualifications

• Associate's degree or equivalent or 1–2 years related field experience and/or training in CCTV industry.
• Experience in CCTV industry preferred.
• Ability to read SOW documents and write SOW based on project drawings and manuals.
• On-site installation and maintenance of CCTV hardware and software.

Responsibilities

• Directs the on-site timeline and deliverables for client scope of work.
• Assists installation of hardware and peripherals (monitors, DVR, NVR, cameras) on client sites.
• Monitors Field Services Technician to verify correct installation and operation.
• Responds to client inquiries about system operation; diagnoses hardware and software issues.
• Trains users in equipment, software and manuals.
• Coordinates activities with help desks, network services or other IS groups.
• Provides updates to management and users via ARC, voicemail, email or in-person.

Skills

Technical support

On-site service

Troubleshooting

Training users

Education

Associate degree or equivalent

1–2 years related field experience

Tools

AutoCAD 2013

Visio 2013

Job description

Technical Support SpecialistMadison, WI Department: ServiceSupervisor: Service ManagerJob Type: Full-time Summary:

Directs the installation, maintenance and modifications and minor repairs to CCTV hardware and software systems and provides technical assistance and training to system users by performing the following duties.

• Manages the on-site timeline and deliverables for requested client scope of work
• Assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, DVR, NVR, Cameras, etc. on client’s premises
• Monitors the Field Services Technician to verify correct system installation and operation
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software and operator problems
• Instructs users in use of equipment, software and manuals
• Works under general supervision with latitude for independent judgment
• Displays moderate skills with high level of proficiency
• Recommends or performs minor remedial actions to correct problems
• Coordinates activities with help desks, network services or other information systems groups
• Provides updates, status and completion information to manager, problem request tracking system (ARC), and/or users, via voicemail, e-mail or in-person communication
• Directs the replacement of defective or inadequate equipment
• Refers major hardware problems to service personnel for correction
• Ability to read, analyze and interpret Job Specific SOW documents, technical procedures or governmental regulations. Ability to write SOW documents based on completed project drawings and product manuals

Supervisory Responsibilities:Directly supervises Field Installation/Service Technicians. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include skill set validation, site time management and scope of work implementation; planning, assigning and directing work; appraising performance; rewarding and disciplining sub vendors; addressing complaints and resolving problems.

Education and/or Experience:Associate's degree or equivalent from two-year college or technical school; or one to two years related field experience and/or training; or equivalent combination of education and experience in the CCTV Industry. Reasoning Ability:

• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Computer Skills:To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel Spreadsheet software and Auto CAD 2013 & Visio 2013 Design software.

Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.