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POSITION TITLE:   IP Technician & Support Specialist
DATE: March, 2013
JOB CLASSIFICATION:   Non-Exempt
REPORTS TO:   TSR Manager

PRIMARY FUNCTION

The IP Networking/Radio Technical Support Specialist will support Icom America equipment applications and dealer deployed systems including wireless/radio support. This position is responsible for researching, testing, training, troubleshooting and documenting Icom America related applications including radio equipment and IP Network concerns.

DUTIES AND RESPONSIBILITIES

  1. Analyze customers IP Networks and the functionality of Icom products for efficient product usability.

  2. Troubleshoot routine problems, ensure that installed network is operating efficiently and effectively, diagnose problems using network system tools, and perform repairs.

  3. Respond to users with network-related problems in a timely, professional and positive manner.

  4. Effectively communicate in a professional and positive manner with customers, other communications providers, and company employees & organizations to quickly isolate and resolve network and customer issues.

  5. Document work efforts and troubleshooting status, and perform maintenance/repair activities.

  6. Work well as a part of a team as well as be able to perform as an individual with minimal supervision.

  7. Actively support non-IP Networking products also as a part of the Technical Support phone team.

  8. Must have no travel restrictions.

  9. Must be able to lift 50 lbs on a regular basis.

KNOWLEDGE, SKILLS & ABILITIES

  1. 2+ years of experience in the troubleshooting and repair IP networks

  2. 2+ years in the radio field-including Amateur, Avionics, Marine, Receiver, and Landmobile radios.

  3. AA degree in applicable field

  4. Excellent communication/presentation skills, both verbal and written

  5. Excellent phone presence.

  6. Great customer service skills

  7. Effective problem solving and interpersonal skills

  8. Basic knowledge of Microsoft Word, Excel, and related systems

  9. Willingness to continually learn wireless communication technologies

  10. Travel requirement up to 25%

EDUCATIONAL REQUIREMENTS

AA Degree in applicable field

 

 

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