TECHNICAL SUPPORT CONSULTANTS II @ ACDI

Our Technical Support Consultants II (TSC II) help deliver support services to our clients that optimize business value from our core products at ACDI.
The Technical Support Consultant II will be involved in post-sales support engagements to provide ongoing technical and customer support for our hardware/software products and, therefore, requires excellent communication and technical skills. This role is multifaceted, and the individual will be required to handle inbound technical problems, customer service issues, remote web-based support, internet chat support sessions, and end-user training.
When the Technical Support Consultant II is not being utilized for support engagements, they will be involved in developing reports for current known issues, building their technical skills around our products and solutions, or training other consultants in best practices and helping to create documentation or templates around current support offerings. Successful team members will support ACDI’s mission, vision, and core values.

EXPERIENCE & EDUCATION REQUIREMENTS

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  High School diploma, preferred Associate’s Degree, and a minimum of 2+ years of technical support experience or the equivalent combination of education and experience required.
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  Technical certificates obtained from CompTIA A+, Network+, Security+, Linux+ (any 2 of these), or Certificates obtained from Microsoft, Apple, or Google are preferred.
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  Prior experience with administering any of the following will set you apart: Server, Network, and Database.
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  Obtaining PaperCut Technical certificates is required within 90 days
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  Must be proficient in:
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  Desktop Operating Systems: Windows, Mac OS, or Linux

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  Server OS: Windows or Linux
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  Mobile Operating Systems: Chrome OS or Android, or iOS
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  Microsoft Office
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  Networking, including: DNS, DHCP, and troubleshooting connectivity between two endpoint devices
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  Remote Desktop Support
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  Installing and supporting Printers
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  Experience in any of the following will set you apart:
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  Print Management Software, such as PaperCut

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  Virtualization Technology: VMWare, HyperV, Citrix
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  Scripting languages: PowerShell, Batch, or Shell
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  Programming Languages: JavaScript or Python
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  Database: MS SQL, MySQL, Oracle
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  Cloud Infrastructure Google Workspace, or MS Entra
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  MDM Software such as: Intune, JAMF, Mosyle
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  Network Load Balancers
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  Experience exercising discretion and confidentiality with sensitive company or team information
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  Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work

PHYSICAL REQUIREMENTS

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  Must be able to stand or sit for prolonged periods of time
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  Must be able to lift 15 pounds
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  Ability to travel and fly on a commercial airliner if needed
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  May be required to furnish a passport or other identity documents for international travel

ACDI’S TECHNICAL SUPPORT CONSULTANT II’S RESPONSIBILITIES:

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  Maintain a positive attitude and passion for service in every customer and partner interaction.
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  Provide support to end-users and reseller partners through phone, email, and chat.
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  Accurately diagnose and resolve frontline and Tier II support requests.
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  Create professional responses to support inquiries and document solutions for customer concerns.
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  Develop and update training materials for end-users and reseller partners.
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  Document and use solutions from the knowledge base, white papers, training sessions, and other available tools.
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  Maintain professional and technical knowledge by reviewing online technical courses, reviewing publications, and networking with other professionals.
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  Ensure effective communication with end-users, dealer representatives, and ACDI employees by providing timely status reports in a professional manner.
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  Maintain a collaborative environment with internal and external stakeholders.
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  Provide knowledge sharing with key personnel and managers on software, hardware, and workflow that adhere to internal and external procedures, as needed.
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  Make positive, proactive decisions to de-escalate sensitive situations with end-users and reseller partners.
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  Assist Tier I technicians with requests.
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  Meet and maintain organizational requirements, with an emphasis on ticket quality and time utilization set forth by ACDI.
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  Support a variety of application platforms and systems.
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  Understand and follow all ACDI policies, procedures, and processes.
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  Uphold ACDI’s mission, vision, and core values while maintaining a positive organizational culture.
  Important to note: Some after-hours and/or holiday work may be required.

OTHER DUTIES

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  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.