Tier 2 Support

ASM Research • Stanford, CA

11d

About The Position

nstalls, changes, and repairs moderately complex problems of personal computer hardware and software systems, and provides technical assistance and training to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems based on knowledge of system operation.

Requirements

• Associate’s degree or technical or trade school training preferred.
• 3-5 years of technical support experience
• Must have strong communication skills (written, verbal, and listening) and be able to effectively communicate and grasp technical issues and work with clients.
• Knowledge of assigned hardware and/or software products required.
• Requires working knowledge of personal computers and peripherals.
• Stays up to date technically and applies new knowledge to job.
• Understands how systems should work and how changes in conditions, operations, and the environment may affect outcomes.
• Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making.

Responsibilities

• Installs and performs moderately complex repairs for issues which only general guidance exists and which the specialist will have to customize a solution based on knowledge, experience and research.
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities and ensures timely resolution of issues.
• Provides support to end users on a variety of moderately complex issues. Responds to telephone calls, email and personnel requests for technical support.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures with minimal direct supervision from the computer support supervisor.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Refers major hardware or software problems or defective products to vendors, technicians, or next tier for service.
• Collaborates with team members to resolve information technology issues and implement process improvements.
• Assists in the development of training materials and procedures, or trains users in the proper use of hardware or software.
• Ability for light travel and support to offsite locations. (Offsite locations are within commuting distance of ASM headquarters)

What This Job Offers

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