Technical Support Consultant (TSC I)

ACDI’s Technical Support Consultant I’s Responsibilities:

• Must have a passion for customer service and ensuring that every customer interaction is a positive one.   
  
• Provide post-sales technical support for our customer base consisting of both end-users and dealers using the following support medium: Phone, Email, Chat, etc. 
  
• Quickly and accurately diagnose and resolve first line support issues
  
• Handle automatic support ticket queues and ensure quick and professional responses
  
• Ability to escalate issues to second line support when required
  
• Resolve questions regarding solutions, services, and training
  
• Provide creation/updating of training materials for end users and dealer technicians
  
• Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
  
• Train key personnel and managers on software, hardware, and supporting workflow
  
• Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared
  
• Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization
  
• Support a variety of application platforms and systems
  
• Document and utilize solutions through use of a knowledge base, white papers, training sessions and other available educational tools
  
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
  
• Some after-hours and/or holiday work required
  
• Contribute to the team in a positive manner at all times 
  
• Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
  
• Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values
  

Experience & Education Requirements

• High School diploma, preferred Associates Degree, and a minimum of 1+ years of technical support experience or the equivalent combination of education and experience required
  
• Technical certificates obtained from A+, Network+, Security+ (at least one of the following or equivalent)
  
• Prior experience with administering any of the following will set you apart: Server, Network, and Database.
  
• Obtaining PaperCut Technical certificates is required within 90 days
  
• Must have a basic understanding of:
  
  • Desktop Operating Systems : Windows, Mac OS or Linux
    
  • Server OS: Windows or Linux
    
  • Mobile Operating Systems: Chrome OS or Android or iOS
    
  • Microsoft Office
    
  • Networking including: DNS, DHCP, and troubleshooting connectivity between two end point devices
    
  • Remote Desktop Support
    
  • Installing and supporting Printers
    
• Experience in any of the following will set you apart:
  
  • Print Management Software such as PaperCut
    
  • Virtualization Technology: VMWare, HyperV, Citrix
    
  • Scripting languages: Powershell, Batch, or Shell
    
  • Programming Languages: JavaScript or Python
    
  • Database: MS SQL, MySQL, Oracle
    
  • Google Workspace
    
  • Zoho Suite
    
  • MDM Software such as: Intune, JAMF, Munki
    
• Experience exercising discretion and confidentiality with sensitive company or team information
  
• Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work
  

Physical Requirements

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

Supervisory Responsibility

• This position has no supervisory responsibilities.
  

Work Environment

• Moderate noise level, bullpen environment located at ACDI headquarters
  
• Fast-paced, encouraging, and positive
  
• Employee may be required to furnish adequate internet services, mobile services and devices necessary to receive business communications on a continual basis
  

Other Duties

• 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.