4750 - 53771 - Continuum Technical Support Specialist

DeRoyal is an Equal Opportunity/Affirmative Action employer. Interviewing and hiring practices at DeRoyal do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, genetic information, veteran status or any other category protected by law.

TECHNICAL SUPPORT SPECIALIST - TIER I

Do you have technical support call center experience?  If so, DeRoyal has the opportunity for you!  We are actively searching for a Technical Support Specialist to join our Continuum team!

SUMMARY
Continuum® is an automated Inventory Management/Charge Capture system. As a Continuum Technical Support Specialist, you will be the first point of contact for all user issues pertaining to Continuum.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Technical Support/Documentation

• Respond to all user requests that come in via phone and email
• Responsible for processing & shipping all RFID tag requests via JDE and/or Smartsheet
• Working knowledge of remote access tools such as LogMeIn, SecureLink, RDP, VNC
• Ability to document and summarize requests in service tickets
• Ability to troubleshoot hardware issues such as maglocks, push to exit’s, desktops, touchscreen monitor’s, RFID printers, iPad’s, etc.
• Ability to troubleshoot and support proprietary systems and software. Experience with Microsoft Azure Cloud is a plus
• Familiar with network terminologies such as DHCP, Static, TCP/IP, Firewall, LAN/WAN, FTP, etc.
• Ability to monitor all device and interface alerts and follow our downtime procedure where necessary
• Ability to determine the most effective manner to resolve user issues. Engage in research and in-depth troubleshooting to resolve technical issues. Contacting and working closely with IT departments internally and externally.
• Ability to work as a productive member of a cohesive group toward a common goal, contributing to team development and effective team dynamics
• Ability to work and communicate with team members from various organizational levels
• Will need to be available for on-call support at least 2 weeks/month
• Ability to work on helpdesk related projects as assigned by Manager

Growth Opportunities: This position has the potential to move into both an advanced technical support role or a customer facing travel installation role.

EDUCATION AND/OR EXPERIENCE

Minimum of 2 years of technical experience and 1 year of call center/customer service experience highly preferred.

LANGUAGE SKILLS

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
  

OTHER SKILLS AND ABILITIES

Problem Solving, Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills, Customer Service, Quality Focus, PC Proficiency. Technical aptitude and mechanical dexterity are a must.