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  • Hattiesburg, MS

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Support Technician II

Apex Systems • Hattiesburg, MS

Posted 1 month ago

Job Snapshot

Full-Time
Degree - High School
Other Great Industries
Information Technology

Job Competition

19

Applicants

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Job Description

Apex Systems is seeking a Support Technician in Hattiesburg, MS!

If you are interested in this opportunity please reach out to Spencer Hurst at shurst@apexsystems.com



Job Title:



Support Technician II



Level:



S2



Job Family:



Service Delivery



Job Purpose

The Support Technician is solely responsible for all Technology at the operation location(s) in order to conduct business.  The Support Technician provisions and maintains end user computing devices (e.g. desktops, laptops, tablets, mobile phones, and peripheral devices such as printers, scanners, fax, and copy equipment). The Support Technician installs and troubleshoots hardware, software, and network problems, escalating to the responsible area with accurate information, and providing technical guidance and oversight.

Autonomy

Influence

Complexity

Business Skills

Works without frequent reference to others.  Individual must be able to work unsupervised and have strong communication and reporting skills at the local and corporate levels.

Interacts with and may influence immediate colleagues.  May have some external contact with customers, suppliers, and partners.  May have more influence in own domain. Volunteers to assist and support others when needed.  Team player.

Performs a range of work activities in varied environments.  Is responsible for routine issue resolution.

Understands and uses appropriate methods, tools and applications.  Demonstrates a rational and organized approach to work.  Identifies and negotiates own development opportunities.  Possess strong communication skills for effective dialogue with customers, suppliers, and partners. Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Absorbs new information when it is presented systematically and applies it effectively.  Investigates problems from all angles to effectively find the root cause. 

Incorporates creative and innovative thinking into the problem-solving process to meet the unique needs of each customer.  This position requires a level of technical expertise across multiple skill sets to address and resolve customer issues in an acceptable timeframe.  Individuals must have solid knowledge of PCs, peripherals, networks, servers, and telecommunications.  Responsible for quickly diagnosing and resolving technical problems and/or challenges.



 



Key Responsibilities

  •  
  • Responds to service requests regarding the installation of hardware and software for end user computing devices. 
    • Responsible for maintenance of the following items
      • Portable terminals
      • Thermal printers
      • Rugged computing devices
      • End user desktops/laptops
      • Wired network infrastructure
      • Wireless (especially on the lots)
      • Simulcast audio / video
      • Telephony including station and paging systems
      • Arbitration dvr and camera
  • Carries out the hardware procurement process.
  • Delivers, relocates and disposes of hardware.
  • Provides basic user training on equipment.
  • Maintains documentation of physical assets in configuration and asset management records.

Preventive Maintenance

  • Performs preventative maintenance on all electronic devices and peripheral equipment.
  • Lexmark Laser Printer Repairs
    • Support Technician will be required to become Lexmark Certified after passing a series of exams
  • Working with local management to insure technology standards are maintained

Incident Management

  • Performs 2nd level support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.
  • Performs research and develops solutions for hardware and software issues.
  • Updates incident records and knowledge base with appropriate and timely information.

Problem Management

  • Recommends solutions, resolve problems associated with incidents, and update problem records.
  • Make quick decisions to resolve issues that impact the sale. 
    • Use creativity to find workarounds to restore sale day critical processes.
  • Conducts root cause analysis. 
  • Submits requests for change records to remove errors.

Customer Service

  • Updates customer with progress.
  • Provides services per SLAs.
         



Skills



Professional Technology Skills (the professional technology skills you need to be able to do the job)

Skill

Follow

Apply

Advise

Inspire

Detail

Technology Operations

Ability to:

  • Provide technical expertise to enable the correct application of operational procedures.
  • Available 24/7 with a company cell phone always on.
  • Travel expectation up to 50% and on occasion with short notice.
  • Contribute to the planning and implementation of maintenance and installation work.
  • Project deployments
    • Local auction remodel assistance, new lane builds/blocks, new construction, land development, etc.
      • Coordination with vendors
    • Network infrastructure upgrades/cutovers
      • To minimize downtime and impact to customers, these projects are always performed outside of normal work hours
    • New technology testing, evaluation, and deployment.
      • Setup and configure new equipment
      • Documenting and testing
      • Training users
    • Providing relevant feedback to development teams
  • Implement agreed changes and maintenance routines.
  • Identify operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
  • Provide reports and proposals for improvement to specialists, users and managers.

Problem Management

Ability to:

  • Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
  • Ensure that such problems are fully documented within the relevant reporting system(s).
  • Coordinate the implementation of agreed remedies and preventative measures.
  • Analyze patterns and trends.

Incident Management

Ability to:

  • Ensure that incidents and requests are handled according to agreed procedures.
  • Ensure that documentation of the supported components is available and in an appropriate form for those providing support.
  • Create and maintain support documentation.

Client Services Management

Ability to:

  • Act as the routine contact point.
  • Technology point of contact for troubleshooting and escalation with teams such as Network Engineering, Infrastructure, Application Support, Telecom, etc.
    • Support Technician may be required to work after-hours or weekends to prevent production interruptions to swap out equipment for these teams.
  • Assist with the development and implementation of solutions to resolve or escalate clients’ service problems.
  • Monitor client services function and collects performance data.



Knowledge, Experience & Qualifications



Essential



Desirable

  • High school degree
  • 3 – 5 years of working experience
  • Working experience supporting end-user computing devices
  • Working experience troubleshooting Windows and Mac operating systems
  • Working experience troubleshooting mobile operating systems (iOS and Android)
  • Working experience working with a ticket management/service desk system
  • Working experience as a participant in a change management process
  • Working experience of Microsoft Office products
  • Lexmark certification required (offered by Cox).
  • Strong problem solving and communication skills required.  Ability to manage relationships while being consistent and providing quality. Candidates must also have functional and technical expertise, show initiative, be customer focused, and work well in teams.  Must be able to independently prioritize daily workload.
  • Ability to sit or stand for prolonged periods of time.  Vision abilities required include close, distance, color, and depth perception. Light lifting of up to 50 pounds.
  • Work under pressure with time constraints; regular change in work tasks/duties.  Travel when needed with short notice and be available for after-hours/weekend emergencies.
  • Apple Certified Support Professional (ACSP)
  • Technical certifications such as A+, Network+, MCP, MCDST, MSCE, CCNP, or CCNA preferred.
  • B.S. Degree in Computer Science or related field is preferred but not required.
  • IT Retail Service and customer support experience preferred but not required.



Specializations

Field

Key Responsibilities

  • Provide customer service coverage on sales days
    • Required to report 2 hours prior to every sale
    • Some sites have night, weekend or holiday sales.
  • Check that all equipment works before sales days
  • Run remote/mobile sales
    • Mobile sales may require up to 5 hours of travel per day
  • Attend auction leadership meetings and calls for regional IT, project, and process management.

Essential Knowledge, Experience & Qualifications

  • Working experience in Series/AS400 support
  • Working experience in wireless (Mobile, WiFi, WAP)
  • Working experience in network
  • Working experience in audio/visual  
  • Working experience in Project Management
  • Experience communicating with stakeholders

Desktop

Key Responsibilities

  • No additional responsibilities

Essential Knowledge, Experience & Qualifications

  • No additional requirements

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178

Job ID: 869646
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