Support Technician - Tier 1

Dover Corporation • Bethlehem, PA

1d • Onsite

About The Position

The main focus of the position is to provide first level technical support to users of Innovative Control Systems’ products and services. Trouble shooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems. Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

Requirements

• Associates degree or equivalent from Two-year College or technical school or equivalent experience.
• Six months or more of directly related customer service experience and/or equivalent in-house training.
• Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined.
• Good phone skills, outgoing personality, able to display empathy, can articulate well to various personality types.
• Working knowledge of MS Office, Fundamental knowledge of MS operating systems, Fundamental knowledge of networking principles, Fundamental understanding of troubleshooting and diagnostic processes.

Nice To Haves

• Previous contact center experience, electrical or mechanical a plus.

Responsibilities

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Good communication skills.
• Contributes to support team effort by accomplishing related results as needed.
• Identifies problem and course of action within time limit set by call priority.
• Notifies Floor Manager if COA hasn’t been achieved within allowable time limit.
• Follows schedule set forth by management.
• Available to work weekends and holidays on a rotating schedule.
• Available to work overtime as call volume demands.
• Ability to travel over night when called upon.
• Ability to train others.
• All miscellaneous duties delegated by Support Management.

Benefits

• 401(k) savings plan with employer contributions
• medical, dental and vision insurance
• wellness programs
• health savings account
• health care and dependent care flexible spending accounts
• company paid short-term disability and long-term disability
• company paid employee basic life and AD&D insurance
• supplemental employee and dependent life insurance
• optional accident, hospital indemnity and critical illness insurance
• adoption, surrogacy, and fertility benefits and assistance
• commuter benefits
• parental, military, jury duty, and bereavement leaves of absence
• paid time off
• 12 paid holidays per calendar year
• paid vacation days beginning at 120 hours annually
• 40 paid sick leave hours annually or as provided under state and local paid sick leave laws
• business travel services
• employee discounts
• employee assistance program that includes company paid counseling sessions and legal services

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree