What are the responsibilities and job description for the Technical Support Specialist Level 3 - Quality Assurance (QA) position at Master Technology Group?
At MTG, a team of talented individuals are shaping the future of technology integration. We have created a community of people who show an uncommon level of care for our clients, colleagues, and community. We're looking for excited and motivated individuals who are as excited to build this organization as we are. Isn't it time you were a part of something great?
JOB SUMMARY
MTG provides technology installation and support services to commercial businesses on both a local and national level. The Technical Support Specialist Level 3 - QA will provide customer-focused, technology and IT-related support to our customers and our internal staff.
The Technical Support Specialist - QA will be working in Level 3 support. Level 3 is an escalation point responsible for troubleshooting, programming, maintaining, and servicing clients remotely. In addition, this position will audit installations to ensure compliance with MTG standards.
The Technical Support Specialist Level 3 - QA must provide excellent customer service and maintain strong professional relationships with our customers, suppliers, and Local Service Partners (LSPs). The position demands a technical aptitude, thorough knowledge of low voltage systems, ability to stay organized, multi-tasking capabilities, and strong communication (verbal and written) skills.
Candidates must reside in the Twin Cities area and be willing to work on-site. Must be willing to travel up to 60%.
This position will report to the Manager of Technical Services.
KEY DUTIES AND RESPONSIBILITIES
JOB SUMMARY
MTG provides technology installation and support services to commercial businesses on both a local and national level. The Technical Support Specialist Level 3 - QA will provide customer-focused, technology and IT-related support to our customers and our internal staff.
The Technical Support Specialist - QA will be working in Level 3 support. Level 3 is an escalation point responsible for troubleshooting, programming, maintaining, and servicing clients remotely. In addition, this position will audit installations to ensure compliance with MTG standards.
The Technical Support Specialist Level 3 - QA must provide excellent customer service and maintain strong professional relationships with our customers, suppliers, and Local Service Partners (LSPs). The position demands a technical aptitude, thorough knowledge of low voltage systems, ability to stay organized, multi-tasking capabilities, and strong communication (verbal and written) skills.
Candidates must reside in the Twin Cities area and be willing to work on-site. Must be willing to travel up to 60%.
This position will report to the Manager of Technical Services.
KEY DUTIES AND RESPONSIBILITIES
- Support Customers, Coordinators, Field Technicians, and Project Managers with technical advice, troubleshooting, and resources
- Provide systems management (operating system, database administration, server, and workstation support), troubleshooting, and technical consultation support to clients and fellow employees. Primary areas of support include:
- Remote support of client’s mission-critical server(s)
- Operating system administration for Windows, UNIX/Linux, or Web servers
- Network device troubleshooting
- Point of sale hardware configuration and troubleshooting
- Database administration (Microsoft SQL)
- Assist with designing Card Access, Video, and Intrusion systems
- Troubleshoot installation issues and resolve programming challenges
- Quickly identify and escalate more complex technical issues to the proper resource
- Provide remote and onsite equipment programming
- Provide remote and onsite commissioning
- Provide remote and onsite Quality Assurance audits
- Create and maintain all quality documentation related to audits
- Report to management on quality issues, trends, and effectiveness
- Serve as an expert in low voltage technologies and have a working knowledge of multiple technologies that may support multiple sites
- Provide intermediate technical direction and assistance to customers regarding the use of product lines and facilitate account management in coordination with the Sales Team
- Respond to complex questions and concerns from customers regarding product lines and general performance requirements
- Serve as an operational advisor to customers by applying general quality tools and analytical concepts to assist with improving product quality, efficiency, and line design
- Serves as liaison with sales by interacting with line management and personnel, developing a complete understanding of needs, operations, and recommendations
- Provide excellent customer service and maintain strong professional relationships with clients, vendors, partners, and fellow employees
- Ability to be on-call after hours and on weekends on a rotational basis
- Minimum of five (5) years of experience installing and configuring Video, Electronic Access Control, and Intrusion systems
- One or more of the following certifications:
- Comp TIA NET , ESNT, NICET Videos Security System Technician, ESA NTS Certification, AXIS Network Video, Milestone, GENETEC, Exacq Technologies, Open Options, BOSCH, KeyScan, American Dynamics, MN Power Limited Technician license
- Ability to travel up to 60%
- Ability to get NET Certification
- Understanding the low voltage system needs in different environments (retail, distribution centers, healthcare, education, office, government)
- Strong familiarity with National Electrical Code (NEC)
- Strong time management and organizational skills
- Solid problem-solving, decision-making abilities
- Willing and able to multi-task in a fast-paced, multi-project-based environment
- Computer proficiency in a Windows environment using MS Office (Outlook, Excel, Word) and other common programs
- Strong written and oral communication skills
- Working knowledge of a broad range of software programming and installation tools
- Strong installation, programming, and training experience
- Ability to meet expected levels of quality and customer satisfaction
- Ability to complete assigned tasks in a timely manner and meet project deadlines
- Ability to be a valuable member of a project team and willingness to maintain a “whatever it takes” attitude
- Quality and effectiveness of:
- Analyzing facts, problem-solving, decision-making, and demonstrating sound judgment
- Written communications such as emails, letters, reports, etc.
- Ability to work in a team environment and maintain effective working relationships with fellow employees
- Reliability (attendance, punctuality, meeting deadlines, etc.
- Alignment with and demonstration of MTG’s Core Values:
- People First: Exceed customer expectations of responsiveness, performance, communication, and customer service
- Above and Beyond: Consistently doing more than what is reasonably expected with a “whatever it takes” attitude
- Sense of Urgency: Prioritizing tasks and maintaining focus to achieve results by responding to questions and requests in a timely manner
- Team Player: Maintaining a positive attitude and treating others in a respectful and supportive manner. Willingness to share knowledge and best trade practices with fellow employees
- Do the Right Thing: Always act with honesty and integrity to inspire the trust of others
