Tier I Technical Support

Heartland is seeking a highly talented and technically strong individual to join our AlwaysOn team as a Technical Support Specialist. In this role, you'll provide training and technical assistance to customers, both internally and externally. We're an industry-leading mobile device management solutions integrator, providing our clients with a portfolio of award-winning products and services, and decades of experience simplifying and optimizing mobile workforces.

Responsibilities:

• Initial point of contact for technical issues, provide customer support, troubleshoot, diagnose, and resolve issues via phone, email, and virtually.
• Escalate calls and assign tickets to 2nd and 3rd level support teams or field technicians.
• Maintain critical relationships throughout the problem/resolution cycle and communicate actively with other departments detailing specific customer issues.
• Monitor ongoing customer issues and open tickets to ensure resolution.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation, ensure that we build a process that allows us to resolve recurring issues in an efficient manner.
• Create and maintain documentation, including troubleshooting tips, customer/Internal FAQ's, resolutions to common issues to build knowledge base for customer portal, escalating cases as needed within process guidelines, and continued education within Heartland helpdesk syllabus.
• Interact with all areas of Heartland, manufacturers, and partners, and be responsible for getting the appropriate resources involved to bring the case to resolution.
• This position also trains clients to help them learn to use AIDC (Automatic Identification and Data Capture) hardware or software applications.
• Ensure you uphold internal and external SLAs (Service Level Agreements) for response, planning, and resolution based timelines.

Qualifications:

• At least one year of experience working as a helpdesk agent, including: creating and managing incident (issue) problem tickets, using problem tracking software and knowledge base to analyze and resolve customer problem tickets.
• Ability to document and convey technical information and communicate with and assist end users.
• Ability to successfully work within a fast paced, dynamic environment, multitask, work independently and in a team environment.
• The ability to maneuver under desks and tables, and work with and lift equipment up to 50 lbs.
• Familiarity with Microsoft Word, Excel, and Outlook.
• Possible accompanied travel to customer locations as needed (<10%)

Preferred:

• One year of computer hardware and software support within AIDC
• One year of networking experience or training within enterprise infrastructure
• Experience with Mobile Device Management solutions such as SOTI MobiControl, 42Gears SureMDM, Microsoft Intune, AirWatch, and ConnectWise CRM for use as a ticketing system
• Experience verifying software/equipment is properly configured and network connectivity is operational and correctly connected to network
• Familiarity with data, sorting, formulas, formatting, and pivot tables within Excel
• Familiarity with industry tools, such as: ADB, Enterprise Provisioner, StageNow, etc.

Why Heartland:

Heartland is built on a foundation of compassion and curiosity, dedicated to providing real-world solutions and dependable support for businesses. With innovative offerings like AlwaysOn for mobile device management and AlwaysConnected for reliable connectivity, Heartland helps businesses optimize their technology and reduce operational challenges. The company goes beyond hardware, delivering seamless solutions in network design, on-site training, and assisted deployment to ensure efficiency and success. Heartland's expert teams are committed to streamlining operations while building positive, supportive relationships along the way.

Visit us at https://heartland-usa.com/