Tier I Technical Support

Heartland • McHenry, IL

1d • Onsite

About The Position

Heartland is seeking a highly talented and technically strong individual to join our AlwaysOn team as a Technical Support Specialist. In this role, you'll provide training and technical assistance to customers, both internally and externally. We're an industry-leading mobile device management solutions integrator, providing our clients with a portfolio of award-winning products and services, and decades of experience simplifying and optimizing mobile workforces.

Requirements

• At least one year of experience working as a helpdesk agent, including: creating and managing incident (issue) problem tickets, using problem tracking software and knowledge base to analyze and resolve customer problem tickets.
• Ability to document and convey technical information and communicate with and assist end users.
• Ability to successfully work within a fast paced, dynamic environment, multitask, work independently and in a team environment.
• The ability to maneuver under desks and tables, and work with and lift equipment up to 50 lbs.
• Familiarity with Microsoft Word, Excel, and Outlook.
• Possible accompanied travel to customer locations as needed (<10%)

Nice To Haves

• One year of computer hardware and software support within AIDC
• One year of networking experience or training within enterprise infrastructure
• Experience with Mobile Device Management solutions such as SOTI MobiControl, 42Gears SureMDM, Microsoft Intune, AirWatch, and ConnectWise CRM for use as a ticketing system
• Experience verifying software/equipment is properly configured and network connectivity is operational and correctly connected to network
• Familiarity with data, sorting, formulas, formatting, and pivot tables within Excel
• Familiarity with industry tools, such as: ADB, Enterprise Provisioner, StageNow, etc.

Responsibilities

• Initial point of contact for technical issues, provide customer support, troubleshoot, diagnose, and resolve issues via phone, email, and virtually.
• Escalate calls and assign tickets to 2nd and 3rd level support teams or field technicians.
• Maintain critical relationships throughout the problem/resolution cycle and communicate actively with other departments detailing specific customer issues.
• Monitor ongoing customer issues and open tickets to ensure resolution.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation, ensure that we build a process that allows us to resolve recurring issues in an efficient manner.
• Create and maintain documentation, including troubleshooting tips, customer/Internal FAQ's, resolutions to common issues to build knowledge base for customer portal, escalating cases as needed within process guidelines, and continued education within Heartland helpdesk syllabus.
• Interact with all areas of Heartland, manufacturers, and partners, and be responsible for getting the appropriate resources involved to bring the case to resolution.
• This position also trains clients to help them learn to use AIDC (Automatic Identification and Data Capture) hardware or software applications.
• Ensure you uphold internal and external SLAs (Service Level Agreements) for response, planning, and resolution based timelines.

Benefits

• Innovative offerings like AlwaysOn for mobile device management and AlwaysConnected for reliable connectivity
• Network design
• On-site training
• Assisted deployment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed