Systems Support, Installation & Servicing
" Phone Support during regular business hours and on-call availability during off hours
" Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person.
" Be the main point of contact for all of valiant product base providing tech support
" Respond to and resolve all client's concerns.
" Ensure timely and accurate set up of all systems.
" Test systems to ensure they are working correctly.
" May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.
" Meet deployment timelines and give accurate assessments of completion dates for installations while onsite.
" Communicate issues found in the field effectively with thorough descriptions for development debugging.
" Maintain a log of customer interactions for future learning
" Train customers on use of systems including software, hardware and installation.
" Train customers on basic preventative maintenance.
" Help with the creation of training material.
" Must be a motivated self-starter with a drive to learn
" Proven effective at working from home with little to no supervision
" Completion of degree or equivalent college course work related to computer system and hardware.
" Two to three years' work experience.
" Networking, Technical Support & troubleshooting experience crucial.
" IT Help desk or Tech support back
" Detail oriented, highly organized and self-sufficient.
" Must be able to effectively communicate in English, both written and spoken.
" Have well-developed interpersonal communication skills and able to effectively use judgment and initiative in resolving problems and providing information.
" Ability to travel
" Reliable transportation and a clean driving record
" Have experience developing and enhancing strong client relationships
" Willing to work off hours and on-call
" Must be thick-skinned and quick-witted!
OTHER DESIRED SKILLS:
" IT-level experience in troubleshooting application usage on the following platforms a must:
" Microsoft Windows Desktop Operating Systems
" Microsoft Windows Server Operating Systems
" Microsoft SQL Server 2008/2012
" Ability to thrive in a fast-changing environment
" Ability to effectively accomplish routine assignments independently
" Ability to multitask and maintain standard work responsibilities with frequently changing priorities simultaneously.
" Ability to set reasonable timelines and meet preset deadlines.
" Ability to demonstrate assertiveness and confidence in products in the face of a customer.
" Better than basic understanding of network protocols, firewalls, wireless networks, and network setup.
" Basic understanding of relational database systems.