11099: Remote Support Technician

Middlesex County, MA 01752 USA
Technical
This position has been filled

Our client is seeking a successful, driven Remote Support Technician for their IT Support/Service Department, reporting directly to the Systems Support and Installation Manager. This position will provide remote triage support to clients experiencing issues with their Printer/MFP Systems. They will also manage and provide high-level support for their system, being an integral part of their unique preventative maintenance program. The candidate must be able to operate in a fast-paced environment with a high level of phone support skill, communication, organization, and detail. This can be a fully remote role to anyone that resides in the New England market.

Responsibilities

  • Work closely with the Systems Support and Service Managers to provide first-response technical support to clients.
  • Deliver excellent, skilled remote support to clients and technicians in the field, providing both initial triage back up support as needed.
  • Help to develop and refine our preventative maintenance program, increasing efficiency and effectiveness of our Service team in the field.
  • Manage and maintain their systems, working closely with supplies and billing to make sure that connections are live and reporting accurately.
  • Schedule customer-facing calls to reestablish connections between the copier systems and monitoring programs, Fleet Services and eci’s FMWebAudit.
  • Assist in initiatives to improve the remote service processes.
  • Ensure that top-level service is brought to each remote call, focusing on customer satisfaction and problem resolution.
  • Log and manage a list of active calls, resolving them by order of need and priority.
  • Respond to client incoming requests via customized email responses and strategize to meet the individual specialized needs and requests of each client.
  • Collaborate with the Dispatch and Customer Account Support teams to schedule and complete remote service calls.

Service Technician

Middlesex County, MA 01752 USA


This position has been filled