Solutions Support Tech Jobs

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:

• Certifying firmware and print solutions in the lab
• Handling support inbox requests and inquiries
• Weekly operational report generation
• Troubleshooting incidents with support teams and technicians
• Execution of special projects, including firmware upgrades for devices
• Testing device functionality and solutions for each configuration
• Real-time device configurations
• Regular system management tasks, such as service restarts and system installations

Responsibilities:

• Respond to service, product, technical, and customer-relations questions.
• Develop partnerships with and assist the Sales Pursuit team.
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• 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.

Education and Experience Required:

• Basic proficiency with case management databases and tools.
• Printer troubleshooting and fleet management system knowledge are a plus.
• A degree is not required, but experience in a similar IT operations role is preferred.
• 1-3 years of experience in relevant technologies and customer environments.

Knowledge and Skills:

• Software and hardware knowledge of computing, storage, and peripheral devices.
• Experience in troubleshooting in a technical environment.
• Excellent verbal and written communication skills in English.
• 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.
• Excellent analytical and problem-solving skills.