Technical Services Specialist

2 weeks ago

Austin, Texas, United States Metasys Technologies Full time
Job Title:

Technical Services Specialist

Job Summary:

We are seeking a highly skilled Technical Services Specialist to join our team at Metasys Technologies. As a Technical Services Specialist, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary focus will be on equipment support and service, including client relationship management, on-going end user training, and services delivery.

Key Responsibilities:
  • Client Relationship Management: Serve as the primary customer contact for equipment support and service, coordinating the Move/Add/Change (MAC) process.
  • Provide on-going end user training on equipment.
  • Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications.
  • Break-fix activities account for 70% of role responsibilities.
  • Provide IP address support.
  • Perform basic equipment problem diagnosis.
  • Point of contact for equipment removal and delivery for onsite support.
  • Contact service as required (Client and 3rd party).
  • Utilize Client web-based applications as required to include Service Call Handling.
  • Accurate call reporting on Equipment in Client designated systems.
  • Remote Service call onsite support Driving (if required for duties).
  • Download and install printer drivers on end-user equipment.
  • Perform printer mapping to PC as required.
  • Escalate printer network issues to appropriate resource.
  • Physical as well as remote device management and control.
  • Device Configuration (Enter IP address, scanning templates, User access levels, Scan to File/Email, etc).
  • Monitor/apply current software updates/patches on site contact for remote solve resolutions requiring technical expertise.
  • Non-Client device management as required.
  • Perform remote device monitoring and remote solve (Client Device Management).
  • Identify and promote Client Office Solutions.
  • Pro-actively manage consumables and supplies using the DOS calculator.
  • Maintain on-site operator replaceable parts inventory.
  • Collect equipment meter information and submit for billing purposes.
  • Perform Data Entry for activity and asset tracking.
  • Manage and maintain on-site parts inventory using PM4.
Requirements:
  • Lift and move up to 50 pounds.
  • Read, write and follow basic English instructions.
  • Customer service and communication skills.
  • Ability to manage multiple tasks.
  • Perform duties with minimal supervision.
  • Basic Equipment problem solving and diagnosis per training provided.
  • Customer problem resolution including escalation as required.
  • Coordinate work tasks to ensure fulfilment of SOWs.
  • Track and report account information as required.
Education:

Minimum High School diploma or equivalent.

Equal Opportunity Employer:

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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