Build/Tech Support CrossTrain Volunteer Internship

This is a proposal in progress.

Synopsis

An internship which would have a person spend time in various parts of build as well as Tech Support.

Justification

This program would have tremendous value for both the individual and for Free Geek

For Free Geek, it would provide a better communication link between build and Tech Support, promoting increased feedback and sharing of techniques and processes.

For the individual, it would provide a better rounded experience involving hardware, software and people skills, and provide much better resume material.

Prerequisite

Acceptance into the Build program or into the Tech support internship

Required skills

• Enjoys solving puzzles
• Proven hardware aptitude
• Able to communicate well over the phone and in person
• Good listener
• Able to follow complex troubleshooting procedures
• Able to document issues and solutions

Responsibilities

• Participate in tech support
  • Answer phones, solve problems over the phone
  • Work on systems in person
  • Deal politely with a wide variety of people of widely varying abilities and interests
  • Track issues in tickets and document procedures on the wiki.
• Participate in Build, Laptop build and Mac build
  • Learn procedures for build and the specialized build areas
  • "Build" computers
  • Assist others
• Bring together issues and procedures in tech support and build to create a common knowledge base

Time requirements

10 hrs a week minimum, 2 support shifts and one build shift, (14 hours would be 2 shifts each, but is a large time commitment)

The idea is that an intern would get experience in laptops, mac build and tech support. There could be training in advanced testing as well.

Upon entering the program, a successful applicant coming from the tech support side would go through the build program, and then move on to laptop build and mac build, spending some time in each as well as 2 shifts a week