Description:Position Description:As an ALPR Technical Engineer, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.Duties and Responsibilities:With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.Provide courteous and knowledgeable troubleshooting support over the phone and via email.Ensure timely and accurate set up of all systems.Phone Support during regular business hours and on-call availability during off hours.Monitor Chat sessions to assist other team members.Test systems to ensure they are working correctly.May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.Follow the department process, procedure, and metrics for a technical support II technicianMaintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing systemTrain customers on use of systems including software, hardware and installation.Multi-task and have excellent time management skillsUnderstand the severity of an issue and escalate issues efficiently and appropriately.Demonstrated strong work ethicMain responsibilities:Tech support of LAPR TechBasic Requirements:High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experienceMust-haves qualifications:2+ years of Networking Experience2+ years of customer service experienceNice-to-have skills:Cellular Network ConfigurationPOE (Power Over Ethernet)NetCouldLinuxSkills/Requirements/Software proficiency:Service NowGoogle SuiteBomgarWindowsIndustry experience:Tech support role, experience is requiredNotes:100% onsiteWork Schedule: 10:00am CST to 6:30pm CSTPosition requires that the first 1 weeks of training will be on-siteTemp to hire VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Position Description:As an ALPR Technical Engineer, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.Duties and Responsibilities:With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.Provide courteous and knowledgeable troubleshooting support over the phone and via email.Ensure timely and accurate set up of all systems.Phone Support during regular business hours and on-call availability during off hours.Monitor Chat sessions to assist other team members.Test systems to ensure they are working correctly.May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.Follow the department process, procedure, and metrics for a technical support II technicianMaintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing systemTrain customers on use of systems including software, hardware and installation.Multi-task and have excellent time management skillsUnderstand the severity of an issue and escalate issues efficiently and appropriately.Demonstrated strong work ethicMain responsibilities:Tech support of LAPR TechBasic Requirements:High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experienceMust-haves qualifications:2+ years of Networking Experience2+ years of customer service experienceNice-to-have skills:Cellular Network ConfigurationPOE (Power Over Ethernet)NetCouldLinuxSkills/Requirements/Software proficiency:Service NowGoogle SuiteBomgarWindowsIndustry experience:Tech support role, experience is requiredNotes:100% onsiteWork Schedule: 10:00am CST to 6:30pm CSTPosition requires that the first 1 weeks of training will be on-siteTemp to hire
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