Technical Support Staff Job Description

Technical Support Staff Job Description

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Technical support staff provides support-centric subject matter expertise on A/V systems, including DirecTV, SMATV, Digital Signage, 70V, and 8ohm audio systems, and microphone systems.

Technical Support Staff Duties & Responsibilities

To write an effective technical support staff job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support staff job description templates that you can modify and use.

Sample responsibilities for this position include:

Document and report on the status of major issues, tech center operational status
Each Level 4 to align to a BU
Get to know all the team members that are assigned to your BU
Provide them with guidance on the products within that BU
Follow the product roadmap within your BU
Provide guidance and recommendations on where training/TOIs are required
Provide training on best practices for newer vTSU team members
Opening PRs for BRIDGES
Providing updates from your BU to all team members (on interop with other products)
Attend SR clinics

Technical Support Staff Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technical Support Staff

List any licenses or certifications required by the position: HDI, SPHR, PHR, ITIL, PMP, APMP, CID, WPA, IPC, NI

Education for Technical Support Staff

Typically a job would require a certain level of education.

Employers hiring for the technical support staff job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Engineering, Education, Computer Science, Science, Business, Human Resources, Physics, Technical, Math, Business/Administration

Skills for Technical Support Staff

Desired skills for technical support staff include:

Ability to train on and learn new computerized systems
Access
Amplifiers and analog audio systems
Audio transducers
Calculations
Digital processors and networking
Digital signal processing
Engineering drawings
Engineering layouts
Excel

Desired experience for technical support staff includes:

Degree in Management Information Systems, Computer Science, Finance, Math, Accounting or Business is preferred
Database Administration is beneficial
The role may also at times require working odd hours to align with technical support hours in other centers
Ideal candidates will possess a basic understanding of workstation operating systems (MS Office) and computer functions to include knowledge of web browsers, clearing search history, cache files and cookies
Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or related field, or equivalent work experience may be substituted
Strong written and verbal communication skills (to accommodate a variety of audiences (technical, business, management, internal and / or client facing)

Technical Support Staff Examples

1

Technical Support Staff Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of technical support staff. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support staff
  • Submit papers for VMworld/vForum/vMug (nice to have)
  • Providing guidelines to management on how to improve the delivery of training (either eLearning or ILT – better Live Online equipment / buy some software for eLearning)
  • Attend meeting with vTSU mgmt
  • Focus on a solution-oriented approach as opposed to problems
  • Provide technical leadership on Course development projects within their assigned BU
  • Review technical accuracy of the course content and provide guidance on improving content and Labs
  • Build relationship with GSS especially EEs and other key staff aligned to the BU
  • Collaborate with the PM to build out learning paths for products in the BU
  • Conducting regular reviews, at least quarterly, of service delivery quality, industry threat assessments, and solicit feedback on service delivery and product capabilities and quality
  • Participate in conference calls, internally with the customer, to discuss technical escalations
Qualifications for technical support staff
  • College degree preferred or related work experience may be substituted
  • Proven troubleshooting abilities and strong PC skills
  • Expert level knowledge in administering and supporting Windows, Linux, and OSX operating systems
  • Expert level knowledge of proxies, firewalls, SSL, NAT, VPN, DNS, and TCP/IP
  • Fundamental understanding of an operating system
  • Ability to document calls and write FAQ and short instructional technical documents essential
2

Technical Support Staff Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of technical support staff. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support staff
  • Works with Security and IT to provide network access to independent consultants and business partners, as needed
  • Manages proposal team access to electronic collaboration tools
  • Analyze RFP requirements and, in close coordination with the Proposal Manager, develop outlines and compliance artifacts for assigned proposal volumes and/or sections
  • Develop estimates of resource requirements (number of staff, skills)
  • Develop and enforce interim milestones to achieve top-level schedule
  • Help identify proposal themes, strengths, discriminators, messages, risk, and allocate these elements to proposal sections
  • Collaborate with solution architects, management personnel, teammates, and other members of the pursuit team to ensure baseline solutions are clearly documented and well communicated
  • Ensure a bridge between the win strategy/solution baselines and the proposal artifacts
  • Work closely with authors and section leads to formulate work plans and develop effective proposal sections
  • Assess proposal content (compliance and quality as represented in document structure, text, and graphics) and provide guidance/direction to proposal authors on a daily basis, through multiple steps in the proposal development process
Qualifications for technical support staff
  • Author and/or edit proposal content including text and graphics taking inputs from key contributors to construct a compliant and compelling response
  • Manage proposal authors in responding to feedback from review teams
  • Collaborate with other proposal team members to achieve consistency across all proposal volumes and sections
  • Work with proposal production staff to complete desktop publishing, graphics, and printing activities as required through multiple milestones
  • Must have working knowledge of PC's, PC Operating Systems, and related peripherals
  • Proven technical, problem solving and troubleshooting ability
3

Technical Support Staff Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of technical support staff. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support staff
  • Deliver technical courses for customers, partners, distributors, and internal employees (AirWatch GSS TSEs)
  • Conduct and participate in train the trainer sessions
  • Collaborate with GSS engineers and other course developers to improve training materials and delivery
  • Develop expertise in AirWatch and become an SME for multiple “squads” and understand cross-squad solutions
  • Spend time on the floor with GSS technical support engineers and escalation engineers to handle SRs and understand the AirWatch GSS training needs
  • Present at customer event sessions for education as needed
  • Develop Pre and Post GA technical courses with practice exercises, knowledge checks and other elements designed to drive knowledge retention
  • QA courses for accuracy and refresh instructional programs as needed to ensure content is current and relevant
  • Work with source material supplied by SMEs, such as scripts, storyboards, and presentations, to develop interactive online courses and labs that effectively convey key learning objectives
  • Conduct ongoing meetings with stakeholders in the AirWatch business
Qualifications for technical support staff
  • Extensive experience with Microsoft Office products
  • Strong client facing, phone, and verbal communication skills along with active listening
  • Working knowledge of help desk software, databases, and remote control support
  • Ability to handle multiple requests simultaneously and prioritize
  • Security Certifications in accordance to DoD 8570 (CISSP is preferred
  • Able to setup and configure version control software
4

Technical Support Staff Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of technical support staff. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support staff
  • Create confidence and competency assessments to determine the skills and confidence of AW GSS
  • Develop strategies for bridging knowledge/confidence gaps in GSS
  • Review the AirWatch release roadmap to determine training requirements of any new features/functionality
  • Partner with engineering and deployment teams to create GSS-relevant content
  • Create labs for GSS to gain hand-on experience with pre-GA environments
  • Work with Customer Education teams to aid with the development of the AirWatch Certifications
  • Maintain the vTSU AirWatch Curriculum, as new feature are released
  • Attends and contributes to daily staff meetings
  • Ensures all material for color reviews is provided to the publications team for desktop publishing and editing in a timely manner
  • Coordinates with Print Services on print requests for proposal teams, including RFP books, proposal volumes, and other proposal-related artifacts for kick-offs, color teams and final print
Qualifications for technical support staff
  • Driving skills, Computer-literate, communication skills, and can work on weekends and on shifting schedule whenever required
  • Ability to communicate effectively both verbally and in writing with customers with internal engineers
  • Proven ability to influence and work across multiple organizations and levels, across multiple geographic regions
  • Working knowledge of virtual solution environment such as VMWare
  • Ability to manage lab servers and NAS storage
  • Accreditation/Certificates/Licenses
5

Technical Support Staff Job Description

Job Description Example
Our innovative and growing company is looking for a technical support staff. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical support staff
  • Capture and share knowledge
  • Generate Knowledge Base entries
  • Develop and facilitate formal OJT IFE training to Tech Ops personnel, outstation maintenance vendors and In-flight crews
  • Oversee all IFE equipped aircraft in addition to assisting Panasonic maintenance, Panasonic Engineering and Tech Support in troubleshooting IFE system Chronics and discrepancies
  • Create and report monthly IFE Reliability Report to measure IFE performance for all IFE systems
  • Create BIT to proactively minimize IFE malfunctions / impact
  • Oversees and assigns workload for EWR Media & Software lab
  • Provides technical assistance on media loaders / IFE equipment
  • Interacting with customers via phone and email, utilizing the Salesforce Customer Service Application
  • Providing Level 2 technical support to customers, ensuring timely, quality initial and follow-up responses
Qualifications for technical support staff
  • Work closely with Engineering and identify points of contact in the relevant engineering teams for each technology area
  • Innovation and creative thinking to challenge the status quo
  • A deep technical understanding of AirWatch & Workspace ONE
  • Advise management on resource needs and skills requirements within vTSU to keep pace with the cadence of AirWatch releases
  • 3-4 years’ experience with AirWatch (in a support or engineering capacity)
  • Minimum 6 years of experience developing, testing, and delivering high quality software and systems

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