Installation & Support Specialist

Technical Services Brentwood, Tennessee


Description

The Installation & Support Specialist is responsible for the installation and service of our proprietary computer systems, peripherals, for our customers in the United States. This person will be a key liaison between our service & support, manufacturing and operations teams. Additionally, this person will manage various installation groups and teams throughout our partner network.


Responsibilities

  • Setup, program/configure and pre-test all new systems for on-site installation
  • Perform and or manage on-site installs and train customer staff on efficient use of equipment
  • Ensure installations meet or exceed our quality and standards before.
  • Perform pre-install walk-throughs, identify constraints, resource needs, etc. for installation projects.
  • Maintain confidentiality of all customer, client, employee and Company information
  • Perform system upgrades, validate and test all products and platforms
  • Communicate status of projects and orders with customers, team members and management, via system updates, phone calls and/or face to face conversations
  • Responsible for troubleshooting network and platform issues from a provider side perspective
  • Respond to alarms, alerts or abnormal behaviors detected through reactive or proactive monitoring
  • Initiate and prepare accurate documentation, reports, and schedules to ensure all activities are documented and tracked through internal ticketing system
  • Ensure processes and procedures are documented and updated
  • Work with both internal and external teams to assist in escalated troubleshooting for issues relating to products and platforms
  • Maintain all technical certifications required to keep current with manufacturer's technical requirements
  • Abide by all procedures and policies and attend required meetings


Qualifications

  • Bachelor’s Degree in Computer Science, Information Technology, Information Services or equivalent highly preferred
  • Minimum Associate Degree in Computer Sciences, Information Technology, Information Services, or equivalent experience
  • 2+ years working experience in a technical or support role within telecommunications, data networking or application server environment highly preferred
  • Conduct job responsibilities in a professional manner
  • Experience with installation and management of network cabling and terminations
  • Excellent organizational, customer service and interpersonal skills
  • Excellent troubleshooting and problem-solving skills
  • Confident and goal-oriented mind set with ability to develop and achieve short and long-term objectives
  • Demonstrated ability to work in fast paced environment with dynamic priority evolution
  • Ability to adapt to changing conditions and plans with minimal supervision
  • Must be able to perform strenuous labor such as carry 50 pounds, climb ladders, crawl into confined spaces and work in otherwise uncomfortable positions and locations.
  • Must be able to work outdoors in all weather conditions - rain, snow, heat, etc.
  • Must be able to travel, sometimes overnight and multi-night durations.
  • Must have a valid driver's license with satisfactory driving record
  • Must pass a background and drug screen.