Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
JOB SUMMARY
Technical Support Specialist II is to oversee and maintain computer hardware and software systems. Specialist aid in resolving technical issues concerning client’s daily operation or software infrastructure. A Technical Support Specialist II will also support computer software integration by diagnosing and troubleshooting common problems.
JOB REQUIREMENTS
Minimum Education
â—High School Diploma or GED
Minimum Work Experience
â—None
Required Licenses/Certifications
â—N/A
Required Skills, Knowledge, and Abilities
â—Written and oral communication skills
â—Ability to use critical thinking skills to analyze and solve problems
â—Ability to manage multiple deadlines and tasks
â—Ability to work successfully in a team environment
â—Occasional night, weekend, and holiday work
â—Occasional off-campus and overnight travel for site visits and training
â—Customer service or helpdesk experience helpful
â—Familiar with Microsoft Office products including Excel, Word, and PowerPoint
â—Meets all criteria of Tech I
â—Develop and create documentation and support materials
â—Escalate application issues to appropriate IT personnel and provide appropriate documentation of troubleshooting steps
â—Develop and edit customer and technical support knowledge base documentation
â—Monthly Technology Report
â—Manage projects as assigned
â—Extensive knowledge of hardware deployments, installations and troubleshooting
â—Software installation and troubleshooting (OS, IE, Java, etc)
â—Knowledge of Microsoft operating system (Windows 7/10/ltsb, etc)
â—Working knowledge of PC/LAN application software including word processing (MS Word), spreadsheets (MS Excel), E-Mail (MS Outlook) and Internet Browsers (Internet Explorer, Chrome, Safari).
â—Assist with Computer, thin client, laptop, iPad, tablets and printer deployment and imaging.
â—Knowledge of mobile tracking software (unlocking devices in Absolute)
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