ACDI · 21 hours ago
Technical Support Consultant II (TSC II)
Benton, AR
Full-time
Onsite
Entry, Mid Level
2+ years expACDI is seeking a Technical Support Consultant II to provide ongoing technical and customer support for their hardware/software products. The role involves handling inbound technical problems, customer service issues, and developing training materials while maintaining effective communication with end-users and stakeholders.
Enterprise SoftwareSoftwareInformation TechnologyCRM
Responsibilities
Maintain a positive attitude and passion for service in every customer and partner interaction
Provide support to end-users and reseller partners through phone, email, and chat
Accurately diagnose and resolve frontline and Tier II support requests
Create professional responses to support inquiries and document solutions for customer concerns
Develop and update training materials for end-users and reseller partners
Document and use solutions from the knowledge base, white papers, training sessions, and other available tools
Maintain professional and technical knowledge by reviewing online technical courses, reviewing publications, and networking with other professionals
Ensure effective communication with end-users, dealer representatives, and ACDI employees by providing timely status reports in a professional manner
Maintain a collaborative environment with internal and external stakeholders
Provide knowledge sharing with key personnel and managers on software, hardware, and workflow that adhere to internal and external procedures, as needed
Make positive, proactive decisions to de-escalate sensitive situations with end-users and reseller partners
Assist Tier I technicians with requests
Meet and maintain organizational requirements, with an emphasis on ticket quality and time utilization set forth by ACDI
Support a variety of application platforms and systems
Understand and follow all ACDI policies, procedures, and processes
Uphold ACDI's mission, vision, and core values while maintaining a positive organizational culture
Qualification
Required
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
Obtaining PaperCut Technical certificates is required within 90 days
Must be proficient in: Desktop Operating Systems: Windows, Mac OS, or Linux
Must be proficient in: Server OS: Windows or Linux
Must be proficient in: Mobile Operating Systems: Chrome OS or Android, or iOS
Must be proficient in: Microsoft Office
Must be proficient in: Networking, including: DNS, DHCP, and troubleshooting connectivity between two endpoint devices
Must be proficient in: Remote Desktop Support
Must be proficient in: Installing and supporting Printers
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
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
Preferred
Technical certificates obtained from CompTIA A+, Network+, Security+, Linux+ (any 2 of these), or Certificates obtained from Microsoft, Apple, or Google are preferred
Prior experience with administering any of the following will set you apart: Server, Network, and Database
Experience in any of the following will set you apart: Print Management Software, such as PaperCut
Experience in any of the following will set you apart: Virtualization Technology: VMWare, HyperV, Citrix
Experience in any of the following will set you apart: Scripting languages: PowerShell, Batch, or Shell
Experience in any of the following will set you apart: Programming Languages: JavaScript or Python
Experience in any of the following will set you apart: Database: MS SQL, MySQL, Oracle
Experience in any of the following will set you apart: Cloud Infrastructure Google Workspace, or MS Entra
Experience in any of the following will set you apart: MDM Software such as: Intune, JAMF, Mosyle
Experience in any of the following will set you apart: Network Load Balancers
Company
ACDI
ACDI is a business supplies company that provides print management software.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Gregory K. O'Briant
Chief Operating Officer
Recent News
Arkansas Business
2023-07-25
Company data provided by crunchbase