[Hiring] Technical Support Analyst @CAI

Role Description

We are looking for a Remote Technical Support Analyst that provides administrative and technical support services that seamlessly facilitate the business unit's operation. This position will be full-time and remote.

What You'll Do:

• Taking customer calls Level 2 support in break fix of office printing and imaging equipment, software solutions that we provide.
• If this cannot be rectified, book an onsite service engineer to go onsite and rectify the issue.
• Liaising with customers when the technician will be onsite to rectify the issue including secondary callout when parts are needed.
• If parts are needed, liaise with technicians about necessary onsite work and organize this with the vendors. Distribute these parts onsite to the customers.
• Remote installation for when printing and imaging equipment is upgraded for our customers with the installation of print drivers and workflow such as scan to email.
• Take care of our internal IT infrastructure as a system administrator.
• Support any future clients who Orion takes on under an MSP and be the system administrator for the customer.

Qualifications

• Minimum secondary school completion and/or relevant experience.
• Previous experience in managed and help desk customer support.
• Customer service experience.
• Desirable: Managed Print Services.
• Proficiency in Microsoft Office applications.
• Excellent communication skills.
• Administration experience in a dynamic team environment.
• Autonomy.
• Collaboration with a dynamic and ever-growing team.
• Opportunities for career development and support.
• Self-starter with a strong willingness to learn and adapt positively to business needs.

Requirements

• MPS - Managed Print Services:
• Installations of Printers (remote and onsite sometimes).
• Download Print Drivers (correct ones for a Mac environment/graphics) and which protocol to use.
• Do Scan to email (365, Gmail).
• Do Scan to folder.
• Be able to troubleshoot if this doesn’t work.
• Break fix - When customers call to be able to troubleshoot, either complete the job or organize the vendor or our technicians to go out and complete the job.
• MS - Managed Service:
• Customer support with networking issues.
• Microsoft Office troubleshooting.
• Office 365 email configuration and setup.
• 3rd party software management and troubleshooting.
• Exposure to SAS and troubleshooting.
• Networking skills:
• Configuration of a router.
• Switches, configure wireless access devices/points.
• Configure email relay.
• Manage server environment such as user accounts (create and delete).
• Group policies.
• Create folders.
• General folder troubleshooting.
• Manage virtual environments.
• Hardware:
• Troubleshoot hardware such as PCs and laptops and performance of these.
• Diagnosis of these types of hardware.
• Troubleshoot Windows.
• Configuration and understanding of a NAS.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with federal, state, and local standards.
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.