Customer Support Technician

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Job Title: Customer Support Technician
Location: Pompano Beach, FL
Job Type: Contract
Referral Fee:
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly 

Overview
Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Duties and Responsibilities

• Fulfillment of data requests
• Creation and maintenance of data tracking documents
• Performing data entry Performing research
• Creating and managing written communication with requesting agencies and Florida’s Turnpike Enterprise stakeholders
• Tier 1 and Tier 2 IT support

Required Experience and Skills

• 2 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
• Experience with Data Entry, data tracking documentation and research
• Experience with the below SW products from a support and end user perspective
• Avigilon, Excel, Outlook, Teams, and  File Transfer Appliance

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