Job Description

　　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.

　　Skills and Requirements

　　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. null

　　We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].