Technical Support Specialist II

DVSport•Pittsburgh, PA

1d•$55,000 - $75,000•Onsite

About The Position

A Technical Support Specialist provides Level 2 & 3 technical support with a secondary emphasis of ensuring production and systems quality. You will use real-world feedback from support cases to drive hardware improvements and ensure every device leaving our facility meets the highest standards.

Requirements

3+ years of system and network support.
Functional knowledge of Microsoft Windows Server and Client operating systems.
Proficient in storage technologies such as RAID, NAS, SAN, SATA, SAS.
Functional networking knowledge including TCP/IP, DNS, WINS, DHCP.
Documented security knowledge and experience.
Commitment to high quality service to both clients and fellow team members.
Ability to multi-task and shift priorities as needed.
Excellent verbal and written communication skills.
Ability to work independently with minor guidance.
Minimum of an Associate's degree in related field
Valid Driver's License.
Written/Verbal Communication
Collaboration/Team Player
Self-Leadership
Customer Service Orientation
Attention to Detail
Independent Judgment
Organization
Time Management
Problem-solving
Inquisitiveness
Strong problem solver
Ability and willingness to travel at times
Comfortable with a fast-paced environment
Incumbent will be required to use a computer with keyboard, telephone or handheld mobile device for extended periods of time, and office machinery as needed.
Individual may occasionally be required to lift, push, pull, and carry up to 50 pounds.
Incumbent must be able to read, see, hear, and speak English.

Nice To Haves

Experience with Switches, Routers, VLANs, VPN Devices
Linux Systems
VOIP experience
SQL
OpenTelemetry, Network Monitoring
Experience in administering and deploying websites using IIS/Apache and SQL servers
Scripting knowledge (e.g. Python)
Interest in sports, participation at a higher level and knowledge of the sport and/or rules/officiating
IT experience from a mission critical background such as athletics, financial compliance, military, or broadcast systems.

Responsibilities

Act as Level 2 & 3 technician for clients and staff, resolving complex hardware and software issues via phone, email, and/or remote access.
Diagnose and resolve system failures, connectivity issues, and device malfunctions.
Guide customers through initial product setup and configuration.
Install and configure computer systems, networking equipment and applications.
Provide input during the development of new projects, products.
Identify, document, and track hardware defects.
Conduct analysis on hardware failures.
Assist Hardware QA Lead with detailed test protocols for new and existing hardware components.
Maintain documentation of processes and procedures.
Maintain detailed logs of all support interactions and quality testing results.
Develop and update technical manuals, troubleshooting guides, and internal QA procedures.
Collaborate with the Design team to provide actionable feedback for future product iterations.