Technical Support Level 1 & Level 2

Title: Technical Support Level 1 & Level 2
Duration: 2 Years
Location: Oak Ridge, TN

Job Description:
Schedule and set up conference room equipment for audio visual teleconferencing.

Strong customer service and interpersonal communication skills.
Schedules and manages video teleconference meetings in various rooms.
Completes paperwork required to open and close classified conference rooms to maintain the integrity of each room.
Work directly with customers via phone, email, chat sessions, remote connection, or in person.
Provide resolutions to customer issues/requests.
Properly escalate unresolved queries to the next level of support
Utilize service management tools to document work notes and updates.
Follow up with customers, provide feedback and see problems/requests through to resolution.
Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.
Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer-reported issues.
Coach end users on tools and equipment usage.
Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through coursework, Internet research, contacting vendor support, and work experience.
Ability to quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced.

Specific Skills:
Knowledge and experience in videoconferencing, mobile devices, telecommunications, and audiovisual equipment.
Experience in troubleshooting and supporting Automated Information Systems (AIS) hardware and software.
Ability to convey information accurately and effectively in both written and oral form.
Effective time management skills to handle multiple incident tickets at once
Able to work in a technically demanding, fast-paced environment.
Able to concisely and accurately describe technical details to customers.
Quick decision-making when assessing a solution to a problem, that is, creating a business or production delays.
Well-developed IT troubleshooting skills and customer service

Must have for Level 1: Must have an Associate's degree with limited experience or a high school diploma with 1 to 4 years of experience. Requires basic knowledge and familiarity with equipment in area of expertise.

Must have for Level 2: Bachelor's degree in a technical field with limited experience or an Associate's degree in a technical field and 2 to 5 years of related experience. Requires general knowledge and understanding in area of expertise and associated equipment, processes or systems.