Job Description
The Technical Support Technician (Tier II) is responsible for installing, maintaining and solve desktop PC’s, laptops, tablets and peripherals while providing excellent customer service. Duties for this position include providing technical support to internal/external customers over the phone, providing knowledgeable guidance, and resolving technical issues in a timely manner while creating accurate documentation to develop and improve the electronic knowledgebase.
Ideal candidates will be comfortable in a customer-facing role, working with various internal and external customers, from non-technical users to senior IT staff.
AMN Language Services is a technology-driven company that is changing the way patients and medical professionals connect across all areas of health care. Our opportunity to strengthen the connection between technology and human interaction is what inspires us. AMN Language Services built its foundation in the language services industry by innovating various remote interpretation services that include onsite, video and audio interpreters. The company has leveraged its existing technology into a Telehealth division aimed at improving patient care while reducing hospital costs. Led by a team of dedicated individuals with decades of experience in the health care and technology markets, AMN Language Services is committed to enabling visual communications and vital conversations.
Duties and Responsibilities:
Connect to call queue and process incoming support calls
Handle and process cases/tickets from multiple ticket queues
Support internal team members via instant message software
Use remote control software to diagnose and provide resolution to customer issues
Create accounts for new employees and access levels in various software
Disable accounts for terminated employees
Follow established support processes and procedures to resolve support requests
Document all requests and actions in ticketing system
Complete assigned tickets in a timely manner
Provide end-user desktop support
Maintain desktop operating system environments and updates as vital
Use Windows command prompt tools for basic network fix and identification
Work with Engineering team to Run periodic virus scans
Use Task Manager to terminate rogue processes
Support business applications and other software applications to clients, staff, sales representatives, etc.
Process account add/modify/change requests in various systems
Troubleshoot and issue RMAs for unresolvable hardware issues
Set up hardware peripherals in Windows with proper settings
Occasional document creation in Word, Excel (pivot table knowledge desired), and PowerPoint
Basic telephony tasks of inter-office phone system
Assist in development and documentation of departmental procedures and processes
Collaborate in creating Standard Operating Procedures to document a new or changing process
Serve after-hours on call tech support weekends/weekdays/holidays as needed
Complete HIPAA compliance, cybersecurity, and all required training assigned
Minimum Qualifications:
2 years experience working in a professional environment supporting computers and network technology
Experience with remote support tools
Experience with Office365 suite
Experience with call center support systems and processes
Strong background in customer service and technical support
Strong communication and collaborative skills
Special talent for handling ambitious personalities and situations
Working and practical knowledge of mobile devices, smartphones, tablets (iPhone/iPad/Android)
In-depth knowledge of creating support tickets, and troubleshooting customer issues
Ability to keep detailed records and maintain/update customer accounts in real time
Proven ability to problem tackle
Strong understanding of local area networks and Wi-Fi network components, standards and topology
Ability to work optimally in a remote/distributed team environment
Ability to multitask, must be able to handle interruptions and complete tasks in a timely manner
Ability to research and analyze special projects or tasks
Ability to collaborate with a team on projects or work efficiently independently
Expertise in setting up and supporting communication software including voice, video, and messaging.
Bachelor’s degree in Computer Science (preferred)
Network or Hardware certifications (preferred)
Demonstrated ability to complete project assignments (preferred)
Work Environment:
This role requires a remote office provided by the candidate
Must have a separate area from other living space, separate room preferable
Must complete and pass network evaluation
Required internet connection speeds of 10 Mbps down/10 Mbps up
Must have ability to control surrounding background noise