Technical Support Specialist III

The BTS Technical Support Specialist III serves as the Subject Matter Expert (SME) for all processes, procedures, and technical support for the Service Desk. As such, this individual, having demonstrated in-depth experience, capability and judgment, will serve as the escalation point for issues within our Enterprise Environment.Essential Duties and Responsibilities

• Installs, modifies, configures, and repairs computer hardware and software systems, and provides Tier, I, II, and III technical assistance to system users and technical peers.
• Perform oversight and administration of ITSM Tools, accuracy of information in ticketing system, and compliance to current & future KPI’s, Performance Metrics, Incident Queue Management & Problem Management (RCA) in ITSM Tool.
• Installs, configures, troubleshoots, and upgrades computer-related production equipment, end user computing devices, mobile devices, telephony devices, conference room hardware, focusing on Continuous Improvement, Innovation, and supporting Technical & Functional Testing of new technologies.
• Administration, Management, and Monitoring of Telephony & Voicemail Systems. Performs Tier I/II/III Support and troubleshoots/resolves Incidents or Problems related to telephony and voicemail systems. Installs and maintains extensions, phone lines, and fax devices as needed. Acts as liaison between equipment vendors and the company.
• Ensures workarounds and permanent fixes are documented and communicated to Service Desk Specialists.
• Creates, Updates, and maintains Standard Operating Procedures, How To Documents and Work Instructions at the direction and/or request of the IT Service Support Supervisor, IT Systems Support Manager, or Director. Reviews documentation for accuracy and integration into Knowledge Management System.
• Performs administration and integration of local area network(s) (LAN) and wireless local area networks (WLAN), under the direction of the IT Service Support Supervisor, , Director, and/or Network & Security Team.
• Implements, Maintains, & Supports any future electronic or technical systems as may be required.
• Installs, configures, monitor’s, troubleshoots, and maintains stand-alone/network printers and/or Multi-Function Devices.
• Installs, configures, supports, provides guidance for standard or specific software packages, such as operating systems, standard applications that include but are not limited to Microsoft Office Suite Applications, O365, Edge or On-Prem applications, SaaS applications, LP Vendor Systems Support, ERP applications, or custom applications, etc.
• Instructs users in use of equipment, software, and manuals, including one on one training, and the creation of value-added documentation. Provides additional and continued training as need in support of integrated hardware & software systems.
• Performs infrastructure troubleshooting to isolate and diagnose common network related problems, creates relevant documentation, such as network diagrams and maintains accuracy of data in IPAM Tool or relevant management systems.
• Support IT Technical & IT Operations Team in continued expansion and ongoing support of Infrastructure & Server Equipment, including but not limited to UPS, Servers, Switch Gear, Storage, etc..
• Installs and troubleshoots wiring as required for local area network and telephony systems, including isolated or segmented networks.
• Monitor functioning of equipment, including mobile devices, to ensure systems operation & function within compliance with OEM specifications.
• Site administration of the local and enterprise CMDB, documentation and allocation of assets within the asset lifecycle.
• Perform or Assist in the Preventive Maintenance on computers, & printing devices, peripherals, etc.
• Administration & Monitoring of Incident Management & Request Fulfillment queues in ITSM Tool, focusing on continuous improvement and emphasis on root cause analysis.

Education and Experience

• High School Diploma Required;
• Associates/Bachelor’s Degree Preferred One (3) to three (5) years of proven experience in a Manufacturing or Distribution environment. Support of ERP/MSC preferred.
• A+ Certification or equivalent
• Network +
• CCENT Certifications and/or equivalent
• ITIL Foundations or Equivalent Certification a plus

Additional Responsibilities

• Additional responsibilities as directed by the BTS Service Support Supervisor, BTS Service Support Manager, Director, Automation and BTS, and IT Leadership.

Work Environment

• Ability to work various hours, including 2nd/3rd shift & weekends. Work schedules vary based on needs: will include extended hours and weekend work.
• Ability to work in confined areas, ceilings, and attic spaces to run wire for system integration or telecommunications.
• Ability to lift up to 50 lbs. in order to move and/or install necessary equipment.
• Ability to work in high temperature areas (attic space) for prolonged periods.
• Willing to travel if necessary for training & on-site systems support.
• Willing to be included in the on-call support rotation.
• This is a Work From Office position.