Global Technical Support Specialist - Spanish/English - Largo/Clearwater, FL

Company: Forensic Technology Inc.
Location: Pinellas Park
Posted on: November 21, 2020

Job Description:

Global Technical Support Specialist Forensic Technology Inc. part of Ultra. Do you want to work for a global company? Do you want to have a job that matters? Join the Forensic Technology Inc. Team Forensic Technology pioneered automated ballistics identification and analysis over 26 years ago and continues to be a leader in forensic ballistics and firearms identification technologies that promote a safer society. POSITION AVAILABLE IMMEDIATELY - Permanent, Full-time Weekday, second shift (M-F) 6pm-2am (Training will take place weekdays, on first shift, until completed.) Local Candidates Only - No relocation paid. Requirements Must have valid USA passport (or can obtain one). Must be able to complete a Dept. of Justice background check, and obtainmaintain an ATFE clearance (including a clean driving record, good credit history, clear criminal background, no terminations for misconduct in employment, etc.) No drug or alcohol related tickets, arrests, violations, or convictions Must be able to read, write, and speak fluent Spanish and English Role and Responsibilities Reporting to the Global Customer Services Manager, the Support Specialist is the principal point of contact to the customeruser in the resolution of system failures related to the computer hardware and software components of our systems. Support Specialist is responsible for coordinating the resources and materials necessary to resolve the incidents assigned. In addition, the Support Specialist will be assigned special projects for both Internal (GCSFTI) and External (Clients) needs. Roles and responsibilities Administer incidents according to current support procedures and protocols Use a methodical approach in gathering facts and performing diagnostics. Identify computer related hardware and software problems using base line configuration. Escalate to the appropriate authorities computer hardware and software issues falling outside the role and responsibility of the Support Specialist. Ensure that the customeruser is always aware of the status and progression of their incidents. Validate and insure that all processes have been followed before any incident closures. Interact with Lead Support Specialists or Support Experts to validate and assist in the resolution of incidents. Maintain excellent verbal and written communication skills. The SS will receive and manage, as per established Standard Operating Procedures, support requests and open incidents from telephone calls and emails as required. The SS as the owner of the incidents assigned to himher is responsible for the incident resolution from cradle to grave and for all communication with the userscustomers and FT and contractor Field Services representatives. The SS is also responsible to document all relevant activities in the Call Management System(s) and to generate and manage Service Requests associated with the Incidents. Need to be fluent in all Support disciplines keep hisher skill current on all aspects of FT products. Need to keep the skill set current on Operating Systems and third Party applications use by the Support Personnel and by FT products. Need to be familiar with the ITIL standards (and successfully complete an ITIL Foundation exam) as well as other Support and Software industry Standards. Assist with Special projects as assigned by GCS Management Qualifications and Experience Candidates to possess a computer software degree or equivalent experience. Experienced with database designschema and tools (SQL server, Oracle, PostgreSQL) Three years of experience as a Technical Support Center agent Strong skills in operating systems troubleshooting. Qualification or certification in Operating systems Windows and LinuxUnix Familiar with basic computer architecture (CPU, Network Cards, Peripherals) Familiar with networking protocols and associated hardware and infrastructure such as modems, routers, hubs, frame relayISDN Excellent communication and interpersonal skills, with co-workers and customers Strong analytical and problem solving skills Ability to obtain and maintain ATFE Security Clearance Fluent in English, and Spanish required. In addition, Portuguease would be a plus. COMPENSATION USD 50K to 53K annually shift differential is an additional 1 per hour, plus full benefit package. (Overtime pay, as required) Health, Dental, Vision, Short-Term Disability, Long-Term Disability, Life, ADD, Retirement 401KRoth - ER match, Paid time off (accrued at 15 days per year), 10 paid national holidays, stock-save plan, performance-based company closure one week paid (discretionary), performance-based bonus (discretionary), annual performance-based salary increases, social club, casual dress, free parking, etc.

Keywords: Forensic Technology Inc., Pinellas Park , Global Technical Support Specialist - Spanish/English - Largo/Clearwater, FL, Other , Pinellas Park, Florida