Job Description
This position is responsible for supporting the full line of our video products during their support life. The individual will be a subject matter expert and contribute in a dynamic team environment. The Technical Support Specialist II will solve complex technical problems involving software, hardware, network, computer troubleshooting. They will work with other parts of the organization to bring resolution to product problems and resolve them for the future. The individual will be expected to perform functions independently as a productive team member. They will produce material and train on technical aspects of the video product line for the Level 1 team. They will also be part of the on-site support/commissioning for large systems of video products. May be required to travel up to 35% of the time.
PRINCIPAL RESPONSIBILITIES
· Prioritize and lead escalations from the Level 1 team. Respond to escalations with solutions and work-around that provide resolution for the customer.
· Test, verify, and document system and hardware bugs and escalate to engineering via the ticketing system.
· Establish and maintain global communication channels with the Business Units Technical Support and Product Managers for all products.
· Perform testing on new software, hardware and firmware releases to ensure customer satisfaction.
· Maintain a broad knowledge of state-of-the-art technology, equipment and/or systems; participate in professional development activities as appropriate.
· Able to handle multi-task multiple technical issues without losing priority or focus.
· Assist in identifying training needs and delivering internal training to Technical Support Level 1 team.
· Review, create and publish technical documentation, knowledge based articles, manuals, training material, and videos for internal and external use.
· Perform periodical quality audits of the Technical Support Level 1 team.
· Provide support for internal department processes, systems or special projects as required.
· Review complex system designs and perform testing as needed.
· Analyze current and/or proposed customer hardware and/or software system components.
· Diagnose network and applications issues, equipment problems and provide information or work around to resolve these issues.
· Diagnose inoperability issues, product limitations and equipment problems. Provide information and work arounds to resolve these issues.
· Perform on-site technical support in the following areas: installation, system commissioning, programming, operation, service and troubleshooting.
· Work with Engineering and quality departments to resolve issues and help prevent future cases.
Qualifications
QUALIFICATIONS AND COMPETENCIES
Education & Experience
o BS in Computer Science and 2 years computer networking experience, or
o AAS in Electronic Systems Technology or Computer Information Technology and 2-4 years computer networking experience, or
o High School Diploma and 4-6 years computer networking experience.
Certifications
o CompTIA A+, Network+ and Security+ or Microsoft Certified Professional or Cisco CCENT
Travel - May be required to travel up to 35% of the time.
Competencies:
o Excellent communication, interpersonal and analytical skills.
o Knowledgeable in advanced electronics, computer and networking skills including wireless applications.
o Excellent telephone customer service skills.
o Ability to learn technical information and provide technical guidance and instruction.
o Develop and deliver presentations.
o Excellent planning and organizational skills.
o Self-motivated
o Team Oriented
o Excellent utilization of exceptional customer service techniques.
o Ability to work outside of normal business hours with minimal supervision.
Additional Information
By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.
BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives