JOB TITLE: Managed Services Technician
FLSA STATUS: Non-exemptDATE: May 2024DEPARTMENT: Professional Services LOCATION: Multi-City, Multi-StateREPORTS TO: Professional Services ManagerJOB SUMMARYThis position works as part of a dynamic team that is responsible for providing excellent customer care. This position is ideal for a well-organized person who enjoys multitasking and working with both technology and people. Under the leadership of the Professional Services Manager, the Managed Services Technician position will work in conjunction with the PS, VS, and UC management team to facilitate intermediate level troubleshooting and resolution of customer hardware, software, networking, unified communications systems.
Positions at this level require some specialized knowledge, flexibility, strong work ethic, problem solving skills and the ability to exercise independent judgement in the performance of their duties.ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES
- Travel regularly to customer offices to resolve issues as well as build and improve relationships
- Provide excellent customer support for phone and email requests
- Maintain accurate assigned asset records and contact information.
- Document all support actions through an online ticketing system
- Manage difficult or emotional customer situations
- Diagnose issues for laptops, tablets, phones, and Internet devices.
- Follow procedure guidelines for known situations.
- Respond promptly to customer needs
- Provide internal technical support for other positions
- Other duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES
- Reliable Transportation
- Passionate in customer service and efficiency
- Dedicated to accuracy and consistent results
- Able to thrive in a team environment
- Experienced in Chrome OS, Windows OS, iOS, Microsoft Office Suite, Google Suite or compatible
- English speaking, reading, and writing fluency
- Able to effectively communicate verbally in one-on-one situations to customers and peers
- Able to effectively communicate written explanations, procedures, and instructions
- Able to follow detailed but involved written or oral instructions
SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERSThis position must work with and communicate with teammates throughout the department to maintain a positive customer experience, efficiency, and consistency.EDUCATION, TRAINING AND EXPERIENCE
- High school diploma, GED or equivalent
- One-year related work experience either in customer service and/or clerical duties
PHYSICAL DEMANDS AND WORKING CONDITIONSSitting/StandingMust be able to remain in a stationary position for long periods of time.Up to 60%Lifting/CarryingOccasionally lifting and moving up to 50 pounds of equipment.Up to 10%Handling/Grasping/FeelingMust be able to operate phone and computer to support customers remotely and interact with others.Up to 100%SeeingMust have visual acuity to perform tasks on computer, service clients, and resolve issues.Up to 100%Talking/HearingFrequently communicates with clients and internal team members to present information, troubleshoot issues and respond to questions.Up to 100%Working Conditions
- Fast paced, high volume, team environment identifying and resolving problems
- Regular, continuous use of a personal computer and phone
- Office environment most of the time and occasional warehouse environment
- Work week is Monday-Friday for 9-hour shifts or more
- Changing workloads and priorities
- Occasionally lifting up to 10 pounds repetitively
TeleComp provides equal employment opportunities for all applicants.
