REMOTE - IT Operations / Sr Technical Support

Description:

Applies foundational knowledge of IT operations to support device management systems. Working on problems of moderate complexity, the ideal candidate acts as an informed team member providing analysis of information and some project direction input. They will follow established guidelines and interpret policies, and will also be expected to evaluate unique circumstances and make recommendations.



Services may include, but are not limited to:

-Real-time device configurations

-Handling support inbox requests and inquiries

-Troubleshooting incidents with support teams and technicians

-Testing device functionality and solutions for each configuration

-Weekly operational report generation

-Execution of special projects, including firmware upgrades for devices

-Regular system management tasks, such as service restarts and system installations

-Certifying firmware and print solutions in the lab



Responsibilities:

-Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.

-Respond to service, product, technical, and customer-relations questions.

Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.

-Evaluate unique or complex configurations and make recommendations for resolution.

-Engages team members for support as required to ensure internal or external business and end users/clients SLA demands are met.

-Develop partnerships with and assist the Sales Pursuit team.

Education and Experience Required:

-A degree is not required, but experience in a similar IT operations role is preferred.

-1 to 3 years of experience in relevant technologies and customer environments.

-Experience with device remote configurations, pushing software templates through, any database experience

-Basic proficiency with case management databases and tools.



Knowledge and Skills:

-Excellent verbal and written communication skills in English.

-Experience in troubleshooting in a technical environment.

-Excellent analytical and problem-solving skills.

-Software and hardware knowledge of computing, storage, and peripheral devices.

-Superior customer service skills.

-Phone and remote support experience. E-support experience and knowledge.

-An understanding of the customer to be an advocate for the customer.

-Printer troubleshooting and fleet management system knowledge are a plus.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.