Technical Support Consultant (TSC I)

ACDI - Access Control Devices, Inc.•Benton, AR

1d•Onsite

About The Position

ACDI is seeking a Technical Support Consultant I (TSC I) to join their team. This role involves providing post-sales support for ACDI's hardware and software products, requiring excellent communication and technical skills. The TSC I will handle inbound technical problems, customer service issues, remote web-based support, internet chat support, and end-user training. When not engaged in support, the individual will develop reports on known issues, enhance their technical skills, train other consultants, and create documentation. Successful team members will support ACDI’s mission, vision, and core values. ACDI is a rapidly growing Professional Services Company that sells and supports dynamic print management, capture, electric vehicle charging, and cost-recovery solutions. They have channel distribution and development partnerships with many of the largest copier and printer manufacturers worldwide.

Requirements

High School diploma, preferred Associates Degree, and a minimum of 1+ years of technical support experience or the equivalent combination of education and experience required
Technical certificates obtained from A+, Network+, Security+ (at least one of the following or equivalent)
Must have a basic understanding of: Desktop Operating Systems : Windows, Mac OS or Linux
Must have a basic understanding of: Server OS: Windows or Linux
Must have a basic understanding of: Mobile Operating Systems: Chrome OS or Android or iOS
Must have a basic understanding of: Microsoft Office
Must have a basic understanding of: Networking including: DNS, DHCP, and troubleshooting connectivity between two end point devices
Must have a basic understanding of: Remote Desktop Support
Must have a basic understanding of: Installing and supporting Printers
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

Nice To Haves

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
Experience in any of the following will set you apart: Print Management Software such as PaperCut
Experience in any of the following will set you apart: Virtualization Technology: VMWare, HyperV, Citrix
Experience in any of the following will set you apart: Scripting languages: Powershell, Batch, or Shell
Experience in any of the following will set you apart: Programming Languages: JavaScript or Python
Experience in any of the following will set you apart: Database: MS SQL, MySQL, Oracle
Experience in any of the following will set you apart: Google Workspace
Experience in any of the following will set you apart: Zoho Suite
Experience in any of the following will set you apart: MDM Software such as: Intune, JAMF, Munki

Responsibilities

Provide post-sales technical support for our customer base consisting of both end-users and dealers using the following support medium: Phone, Email, Chat, etc.
Quickly and accurately diagnose and resolve first line support issues
Handle automatic support ticket queues and ensure quick and professional responses
Ability to escalate issues to second line support when required
Resolve questions regarding solutions, services, and training
Provide creation/updating of training materials for end users and dealer technicians
Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
Train key personnel and managers on software, hardware, and supporting workflow
Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared
Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization
Support a variety of application platforms and systems
Document and utilize solutions through use of a knowledge base, white papers, training sessions and other available educational tools
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
Some after-hours and/or holiday work required
Contribute to the team in a positive manner at all times
Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values