Technical Support Specialist

Job Description

Job Description

Reasonable accommodations are available for qualified individuals with disabilities upon request.

Essential Duties and Responsibilities

• Act as first point of technical support for customers and Black Creek service technicians
• Document customer problems in work order system and provide appropriate details/information ; update work orders throughout the life cycle of the work order, from origin to completion
• Take ownership of technical support issues to ensure resolution
• Escalate issues requiring assistance to resolve
• Troubleshoot and diagnose deficiencies or problems with customer’s Black Creek systems and equipment
• Update customers of work order status and corrective action
• Support customers and service technicians with installation and verification of system software updates
• Proactively communicate work status, concerns, and issues to appropriate management and department personnel
• As a “Telephone Ambassador” for Black Creek, develop and maintain excellent customer relations with all customer staff and personnel
• Coordinate parts replacement and repair to provide timely repair services to system components
• Minimal travel as required. Travel will be required during the training period.
• Position involves on-call support during weekends and nights on a rotation basis.
• Other duties as directed by Black Creek management

Qualifications

• Working knowledge of PC configuration, troubleshooting, and application support
• Working knowledge of programmable logic controllers
• Working knowledge of LAN and WLAN technologies and devices
• Strong electrical and electronic troubleshooting skills
• Working knowledge in terminal strip, punch block, cat. 6 and minor solder terminations
• Ability to read and understand basic electrical schematics and instructions
• Ability to differentiate colors
• Must be able to explain technical terms and solutions to technical and non-technical customers
• Ability to work with minimal supervision
• Must be reliable and show initiative
• Must be able to effectively communicate with various personalities as part of the daily work requirements
• Ability to write effective reports and correspondence
• Ability to maintain proper business presence and interact with clients in a professional, courteous manner
• Understanding of, and ability to proficiently use, Microsoft Office applications.
• Must pass a criminal history/background check to work inside correctional facilities
• Must have a valid driver license, and maintain a good driving record

Education, Certifications, Licenses

• Two year electronics degree or equivalent military experience
• A+ and Network+ Certifications are required
• • If not already obtained, candidate must pass in first year of employment
• Minimum 3 years low voltage or security system installation/maintenance experience

Working Conditions

• Must be able to remain in a stationary position at a desk for at least 50% of the time.
• Be able to occasionally move about inside the office to access office equipment and other resources.
• Be able to operate a computer and related software for a prolonged period, and use office productivity equipment, such as a calculator, copier, and printer.
• Be able to engage in repetitive motions, such as typing and using a mouse.
• Be able to communicate effectively, conveying information and ideas clearly so others can understand. Must be able to exchange accurate information in these interactions.
• Be able to observe details at close range, e.g. computer screens and printed documents.
• Be able to travel as needed to job sites.

We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.

Company Description

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.