Technical Support Supervisor leads a team that provides technical customer support for an organization's products and services. Acts as first level escalation point for more complex or critical customer issues and inquiries. Being a Technical Support Supervisor possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Additionally, Technical Support Supervisor monitors work queues to ensure adequate coverage and to meet service level standards. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Technical Support Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Technical Support Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
JOB SUMMARY
Technical Support Specialist II is to oversee and maintain computer hardware and software systems. Specialist aid in resolving technical issues concerning client’s daily operation or software infrastructure. A Technical Support Specialist II will also support computer software integration by diagnosing and troubleshooting common problems.
JOB REQUIREMENTS
Minimum Education
â—High School Diploma or GED
Minimum Work Experience
â—None
Required Licenses/Certifications
â—N/A
Required Skills, Knowledge, and Abilities
â—Written and oral communication skills
â—Ability to use critical thinking skills to analyze and solve problems
â—Ability to manage multiple deadlines and tasks
â—Ability to work successfully in a team environment
â—Occasional night, weekend, and holiday work
â—Occasional off-campus and overnight travel for site visits and training
â—Customer service or helpdesk experience helpful
â—Familiar with Microsoft Office products including Excel, Word, and PowerPoint
â—Meets all criteria of Tech I
â—Develop and create documentation and support materials
â—Escalate application issues to appropriate IT personnel and provide appropriate documentation of troubleshooting steps
â—Develop and edit customer and technical support knowledge base documentation
â—Monthly Technology Report
â—Manage projects as assigned
â—Extensive knowledge of hardware deployments, installations and troubleshooting
â—Software installation and troubleshooting (OS, IE, Java, etc)
â—Knowledge of Microsoft operating system (Windows 7/10/ltsb, etc)
â—Working knowledge of PC/LAN application software including word processing (MS Word), spreadsheets (MS Excel), E-Mail (MS Outlook) and Internet Browsers (Internet Explorer, Chrome, Safari).
â—Assist with Computer, thin client, laptop, iPad, tablets and printer deployment and imaging.
â—Knowledge of mobile tracking software (unlocking devices in Absolute)
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