Technical Support Consultant II (TSC II)

ACDI - Access Control Devices, Inc.

Job Location:

Benton, AR - USA

Monthly Salary: Not Disclosed

Experience Required: 3years

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

TECHNICAL SUPPORT CONSULTANTS II @ ACDI

Our Technical Support Consultants II (TSC II) help deliver support services to our clients that optimize business value from our core products at ACDI.

The Technical Support Consultant II will be involved in post-sales support engagements to provide ongoing technical and customer support for our hardware/software products and therefore requires excellent communication and technical skills. This role is multifaceted and the individual will be required to handle inbound technical problems customer service issues remote web-based support internet chat support sessions and end-user training.

When the Technical Support Consultant II is not being utilized for support engagements they will be involved in developing reports for current known issues building their technical skills around our products and solutions or training other consultants in best practices and helping to create documentation or templates around current support offerings. Successful team members will support ACDIs mission vision and core values.

ACDIS TECHNICAL SUPPORT CONSULTANT IIS RESPONSIBILITIES:

Maintain a positive attitude and passion for service in every customer and partner interaction.
Provide support to end-users and reseller partners through phone email and chat.
Accurately diagnose and resolve frontline and Tier II support requests.
Create professional responses to support inquiries and document solutions for customer concerns.

Develop and update training materials for end-users and reseller partners.
Document and use solutions from the knowledge base white papers training sessions and other available tools.
Maintain professional and technical knowledge by reviewing online technical courses reviewing publications and networking with other professionals.

Ensure effective communication with end-users dealer representatives and ACDI employees by providing timely status reports in a professional manner.
Maintain a collaborative environment with internal and external stakeholders.

Provide knowledge sharing with key personnel and managers on software hardware and workflow that adhere to internal and external procedures as needed.
Make positive proactive decisions to de-escalate sensitive situations with end-users and reseller partners.
Assist Tier I technicians with requests.

Meet and maintain organizational requirements with an emphasis on ticket quality and time utilization set forth by ACDI.
Support a variety of application platforms and systems.
Understand and follow all ACDI policies procedures and processes.
Uphold ACDIs mission vision and core values while maintaining a positive organizational culture.

Important to note: Some after-hours and/or holiday work may be required.

EXPERIENCE & EDUCATION REQUIREMENTS

High School diploma preferred Associates Degree and a minimum of 2 years of technical support experience or the equivalent combination of education and experience required.
Technical certificates obtained from CompTIA A Network Security Linux (any 2 of these) or Certificates obtained from Microsoft Apple or Google are preferred.
Prior experience with administering any of the following will set you apart: Server Network and Database.
Obtaining PaperCut Technical certificates is required within 90 days
Must be proficient in:

Desktop Operating Systems: Windows Mac OS or Linux
Server OS: Windows or Linux
Mobile Operating Systems: Chrome OS or Android or iOS
Microsoft Office
Networking including: DNS DHCP and troubleshooting connectivity between two endpoint devices
Remote Desktop Support
Installing and supporting Printers

Experience in any of the following will set you apart:

Print Management Software such as PaperCut
Virtualization Technology: VMWare HyperV Citrix
Scripting languages: PowerShell Batch or Shell
Programming Languages: JavaScript or Python
Database: MS SQL MySQL Oracle
Cloud Infrastructure Google Workspace or MS Entra
MDM Software such as: Intune JAMF Mosyle
Network Load Balancers

Experience exercising discretion and confidentiality with sensitive company or team information
Excellent organizational skills with an ability to think proactively anticipate upcoming needs and prioritize work

PHYSICAL REQUIREMENTS

Must be able to stand or sit for prolonged periods of time

Must be able to lift 15 pounds
Ability to travel and fly on a commercial airliner if needed
May be required to furnish a passport or other identity documents for international travel

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities.

WORK ENVIRONMENT

Moderate noise level bullpen environment located at ACDI headquarters
Fast-paced and extremely positive
Employee may be required to furnish adequate internet services mobile services and devices necessary to receive business communications on a continual basis

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

TECHNICAL SUPPORT CONSULTANTS II @ ACDI Our Technical Support Consultants II (TSC II) help deliver support services to our clients that optimize business value from our core products at ACDI.The Technical Support Consultant II will be involved in post-sales support engagements to provide ongoing tec...