Technical Support Engineer 1 - Costar Technologies Inc.

About Costar Technologies:

Costar Technologies, Inc., headquartered in Coppell, TX, designs, develops, manufactures, and distributes a full range of products for the video surveillance and machine vision markets. Costar Technologies, Inc. consists of five operating companies: AV Costar, CostarHD, Costar Video Systems, IVS Imaging, and Innotech Security.

Summary: 

Costar Technical Support Engineers, also known as IT/CCTV Support Engineers, provide first-hand technical phone and remote support for clients experiencing desktop and IT/CCTV-related issues. They are responsible for installing new computer systems, resolving hardware issues, upgrading software, troubleshooting network systems, and providing general IT/CCTV support.

Essential Duties and Responsibilities include the following.  Other duties may be assigned. 

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals for Self Help Knowledge Base
• Maintain jovial relationships with clients

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

AA in Information technology, Computer Science, or Related field or 1-2 Years of experience is a Plus but not Required.  

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

Microsoft Office, Linux, Cisco or similar Networking technologies

Certificates and Licenses:

Any Technical Certification is a Plus

Supervisory Responsibilities:

There are no supervisorial duties that come with this role. 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 15 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus.

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