Technical Support Installation Technician I

Boston Document Systems•Marlborough, MA

9d•Hybrid

About The Position

BDS is seeking a successful, driven Technical Support/Installation Technician for our IT Support/Service Department. This position will provide high-level technical support to clients and technicians as needed, and will manage, lead, and assist in the installation of Printer/MFP systems. This person will be a face of BDS and will have the opportunity to provide top-notch customer support. BDS is pleased to provide opportunity for advancement and customized career development. The candidate must be able to operate in a fast-paced environment with a high level of phone support skill, communication, organization, and detail.

Requirements

Experience working within a customer support department supporting the technical needs of clients such as office equipment repair, IT, manufacturing equipment, service-based business or related industry preferred but not required.
Superior communication skills and strong attention to detail
Excellent listening skills
Highly efficient phone skills
Strong decision-making and problem-solving skills
Strong systems skills including Excel, Microsoft office
Proven track record of customer service excellence
Strong email and writing skills
1+ Years working within IT Support Helpdesk environments or equivalent
Capable of lifting and moving loads up to 50 pounds.

Nice To Haves

Knowledge of advanced print management platforms (e.g. Papercut, MyQ, etc.) preferred, but not required.
Bachelor’s degree preferred but not required

Responsibilities

Work closely with the Systems Support and Installation manager to perform remote technical fixes and installations of printer/MFP systems.
Be a strong ‘face’ for BDS, giving an excellent first impression during the install process.
Deliver customer-centric service for the installation of small, medium, and large printer/MFP installations.
Perform technical use trainings for end users, with the expectation that end users will be able to efficiently utilize their printer/MFP equipment at the end.
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.
Assist in initiatives to improve the remote service processes here at BDS.
Ensure that top-level service is brought to each remote call and installation, focusing on customer satisfaction and problem resolution.
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.
Install, manage, and troubleshoot complicated print management software, resolving client side issues quickly and efficiently with 3rd party support.