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Posted: Saturday, August 19, 2017 12:39 AM

Technical Operations Technicians are required to handle incoming Field Tech calls and provide detailed initial troubleshooting and problem resolution. Technicians will be trained on all functionality of Securus systems, applications and third party systems. Technical Operations Technicians are responsible for accurately generating and documenting tickets within the ticket tracking system. Technical Operations Technicians are responsible for keeping the customer updated throughout the repair and obtain facility closure authorization if they are able to resolve the customer issue and are the A?ownerA? of the ticket. If unable to resolve the issue within the outlined service level objectives, each technician is required to provide the necessary preliminary information for escalation to the Technical Support Escalation Specialist to carry out his/her troubleshooting/resolution responsibilities. The ownership of the ticket will be passed to the Technical Support Specialist when the ticket is escalated to the next level. Technical Operations Technicians are to serve as mentors and backup support to the Technical Assistance Technicians. It is the responsibility of every technician to make sure every problem reported to them is addressed and resolved within the defined service level agreement of the customer contract. This role requires an individual who has organization skills, highly energetic, must pay attention to detail, able to look at the big picture, a team player, customer service driven, business minded and results driven with ambition to succeed in a 24x7x365 environment. Flexible schedules require availability for nights and weekends including unplanned and unscheduled overtime. DUTIES and ESSENTIAL JOB FUNCTIONSRespond to incoming Field Technician calls. Responsible for accepting and /or assisting in problem analysis from Technical Assistance Technicians.Must be able to perform the duties of Technical Assistance Technicians and serve as mentors.Accurately document trouble tickets in a timely manner including root cause, problem analysis and steps to final resolution.Provide remote support to Field Technicians in order to fully resolve problems in the field.Proactively maintain and scrub every system each time a troubleshooting event occurs including ticket history. Periodically update customers on open issues providing ETA of resolution when ownership is at the Technical Operations Technician level. Ensure resolution confirmation is obtained from the customer before closing tickets.Responsible for Big Brother, Orion and E:Imports systems monitoring and resolution of alarms. Must follow all department policies and procedures including escalation process and response times. Perform other duties as needed which are directed by the business needs of the service organization and assigned by management.Responsible for completing training as assigned by management and Training Department, as well as, selecting training courses that will improve individual skill set through Securus University. ACCOUNTABILITIESTechnicians are responsible for accurately entering and maintaining trouble tickets on a daily basis.Documentation should contain proper contact and email information, as well as, an alternate contactProvide up to date status, actions taken, resolution notes, root cause and customer approval prior to closure. Each technician is responsible for following up with the customer on problems, as well as, follow designated escalation process and response times for tickets they retain ownership on.Technicians are also responsible for meeting the company customer service level objectives.Technicians are responsible to adhere to corporate policiesMust exhibit all of the companyA?s cultural attributes.Technicians are responsible for meeting individual and team goals and Key Performance Indicators (KPI)Technicians obligated to follow instructions, processes, procedures and Wiki articles as outlinedQUALIFICATIONSHigh school education or equi


• Location: Central Jersey

• Post ID: 43114463 centraljersey is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017