Overview The Technical Service Representative II is a professional in office exempt position that requires direct support of client devices software firmware hardware and databases The Technical Service Representative II reports to the Technical Service Manager The position is responsible for advanced software and firmware installation troubleshooting bug reporting and fielding technical calls and emails from our clients sales representatives and distributors The pay range for this position is 72000 to 113000 per year Compensation will be determined based on education experience and other factors in accordance with applicable laws Essential Functions Assists customers with SQL server installation configuration and troubleshootingAssists customers in installation configuration and troubleshooting of Charm softwareAssists customers in troubleshooting WiredWi Fi connection issues with Charm devicesUses discretion to achieve timely solution of problems to ensure customer satisfaction eliminate downtime and prevent cost overrunsAssists in daily troubleshooting of Charm productsAssist with in house or on site trainingsWrite andor update Standard Operating Procedures and operator manualsInvestigates and troubleshoots user problems and identifies their source; determines possible solutions; tests and implements solutions Document resolutions for future referenceServe as liaison between Tech Support and the technology department to resolve issuesPerform hardware and software installationsNothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any timeKnowledge Skills & Abilities Required Bachelors Degree and 1 3 years of networking experience or equivalent applicable work experienceThis is a full time onsite position located in our Andover facility The schedule is Monday through Friday 830 am to 530 pm Evening and weekend work may be required as job duties demand This position is on call on a rotating scheduleMust possess a valid drivers licenseSound working knowledge of MS Word MS Excel MS PowerPoint OutlookAbility to communicate technical information to nontechnical personnelSkilled in organizing resources and establishing prioritiesKnowledge of MS SQL Server Networking Fundamentals MS Windows MS Office Interpreting Event Log errorsPreferred Experience in a manufacturing environmentJavaScript and Visual Basic experiencePhysical Requirements This position regularly works in an office environment; must be able to read and understand technical manualsAble to comprehend and clearly relate technical detailsAble to remain stationary for an extended length of time while testing equipment for proper function and control as well as using general office equipmentAble to occasionally lift up to 50 poundsThe person in this position needs to occasionally move about inside the facility and travel to customer sitesAbility to see color and to distinguish letters numbers and symbolsWhile performing the duties of this job the employee is regularly required to talk and hear