Job Title: Tech Support Specialist
Department: Digital Display Group 05'
Full Time/Part Time: Full Time
Job Description:
Provide direct support to clients possessing tech support contracts and per-incident fee based clients. Answer incoming tech support requests via telephone, email and web forum. Act as contract point between client and support personnel.
Resposibilities:
  1. Take incoming telephone calls to the support line
  2. Fix client system problems remotely with various remote control software programs
  3. Support ALL software and hardware provided by Alpha Video
    (Scala InfoChannel 3, CastNET, MessageBar, and the NewsJet service)
  4. Provide solutions for technical issues raised by clients
  5. Implement solution and follow up till total resolution
  6. Create documentation for use with the developing software lines of the DDG
  7. Edit documentation for any and all DDG system components
  8. Provide documentation and any necessary software patches, installations and files for download to clients
  9. Manage FTP/Web service for support downloads site (help.alphavideo.com)
  10. Troubleshoot NewsJet delivery process when problems arise
  11. Setup new users of the NewsJet service
  12. Work with other DDG support services and data services as they become available
  13. Problem/call ticket entry into Alert software
Qualifications:
  1. Motivation
  2. 3+ years experience working with Windows Networking Environments
  3. Intimate knowledge of Microsoft Windows families
  4. Desired certifications: Microsoft MCP level, Help Desk Institute CSS (Customer Support Specialist) or HDA (Help Desk Analyst), CompTIA
  5. Superb people, verbal and written communications skills
  6. Ability to learn new concepts quickly and easily
  7. Team player
  8. Attention to detail



 

 
digital display group is a division of Alpha Video, Inc.
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