6 days old

Help Desk Technician, Digital Support Group (DSG)

Watchfire
Danville, IL 61832

Overview<\/h2>

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NOTE:  Danville, IL is 2.5 hours from Chicago, 1.5 from Indianapolis, 0.5 from Champaign/Urbana.<\/em><\/strong><\/p>

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Headquartered in Danville, Ill., Watchfire has manufactured electric signs since 1932 and LED signs, using meticulously sourced components from around the world, since 1998. Our products include indoor and outdoor LED displays, fixed digit and video scoreboards, gas price signs and digital billboards. Every aspect of our products and service is focused on giving our customers the greatest advertising tools available for developing their business and increasing sales. Our partnerships with respected, knowledgeable sign company professionals are the foundation of our collective success. <\/p>

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Watchfire LED signs are known for their legendary quality and reliability. We test our outdoor displays to withstand whatever nature throws at them, all to guarantee our customers years of worry-free performance. The excellence in every Watchfire sign begins with our outstanding engineering team designing a quality product. In production, we choose quality over expedience or expense. We use the best performing components available from a global market and invest the time and expense needed to evaluate and verify every aspect of our products design, function and serviceability. Our reputation depends on our displays looking and performing great not just on day one, but for years to come. <\/p>

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We developed our proprietary Ignite software to create and manage messages from design to scheduling. Whether the sign is large or small, color or monochrome, the suite of Ignite software helps create head-turning messages through easy-to-use interfaces. Watchfire has over 60,000 LED signs in operation at convenience stores, gas stations, retail outlets, banks, schools, places of worship and other locations worldwide. We also have more digital billboard customers in the U.S. than any other brand.<\/p>

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Job Description:<\/strong><\/p>

Our true differentiator in the market is exceptional customer service. Our help desk team is at the core of this promise. These technologically savvy call center techs are key team members, who provide customers - billboard operators and service providers - with installation, service, maintenance and software operation assistance as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team.<\/p>

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These technicians may also periodically provide an onsite consultant support as backup to our field service team. This is not a \"customer service\" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical focus of this help desk engineer position. <\/p>

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*Watchfire is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.<\/em><\/em><\/p>

Responsibilities<\/h2>
  • Provides exceptional technical support for digital outdoor billboard projects throughout the life of the sign.<\/li>
  • Provide extensive technical assistance during installation and going forward for digital billboards.  Responsibility and authority to include dispatching and supporting service providers as needed. <\/li>
  • Perform remote diagnosis through advanced troubleshooting and diagnostic techniques.<\/li>
  • Assist in continual improvement/expansion of the Watchfire knowledgebase - a key web-based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation. <\/li>
  • Maintain detailed customer records in customer service database regarding each service/support call & email. <\/li>
  • Assist in the identification and qualification of service providers for ongoing customer support. <\/li>
  • Periodic evening & weekend duties, such as providing on-call or remote weekend support will be required. This will be scheduled in advance and is on a rotational schedule. <\/li><\/ul>

    Required Education/Qualifications<\/h2>
    • AA/AAS/AS degree in technical field (or military equivalent) minimum, BS in EE, EET, CE, ECE, MIS or IT or related technical field, or equivalent experience. <\/li>
    • Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support, is strongly preferred;<\/li>
    • Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommuncations, etc.) preferred; <\/li>
    • Exceptional, demonstrated problem solving skills in a technical field preferred<\/li>
    • Exceptional and demonstrated verbal communication skills required, with, demonstrated customer service skills STRONGLY preferred. <\/li>
    • Full authorization to work in the US without requiring sponsorship (no H1B, OPT, CPT, etc.)<\/li>
    • Spanish language skills are a plus. <\/li><\/ul>

Categories

Posted: 2020-05-19 Expires: 2020-06-18

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Help Desk Technician, Digital Support Group (DSG)

Watchfire
Danville, IL 61832

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