Mission Objectives ? Tier II Support Specialists serve as technical subject matter experts within the CSSC, resolving advanced incidents and service requests requiring in-depth troubleshooting, systems diagnostics, and root cause analysis.
Position Responsibilities:
- Provide advanced troubleshooting for escalated incidents involving AVCOE hardware, software, network connectivity, and A/V or classroom technologies.
- Conduct on-site or remote resolution for issues that cannot be addressed by Tier I, ensuring compliance with timelines (VIP within 4 hours, non-VIP within 48 hours).
- Analyze recurring incidents to identify and document problem trends, recommending and implementing corrective actions.
- Collaborate with system administrators, contractors, and AVCOE G-6 on complex technical issues, deployments, and special projects.
- Mentor Tier I Support Specialists, providing technical guidance and on-the-job training; contribute to process improvement initiatives.
- Maintain and document configuration changes, remediation steps, and resolution activities within approved ticketing and reporting systems.
- Participate in after-action reviews and contribute to customer service/quality improvement efforts.
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