Associate Document Advisor
Location
Provincia di Reggio nell'Emilia | Italy
Job description
For further information please contact our Talent Specialist:
Neha
Title: Associate Document Advisor
Duration: 12 Months
Description:
Document Technologist/DCA support
Organization NA Delivery
Location Remote/Onsite 23 days per week Boston Framingham Marlboro MA area
25% Driving using own vehicle milage to be reimbursed.
Job Category Document Technologist/Technical Specialist/DCA support D02/D03 position depending on experience.
Description:
- We are looking for an enthusiastic well organized and proactive individual ready to take on a challenge within the Software Technical Support Team with Client. The job holder will be supporting a variety of projects. We are looking for an IT professional with Customer facing skills and excellent written and verbal communications skills that are essential to efficiently perform this position. The DocuCare DCA role provides the services delivery support to the client by providing Machine level break fix support installation services and MACD.
Overview:
This resource is aligned to either a single Client account or multiple accounts They provide a support function for the Client ensuring timely and effective resolution of software/hardware issues with output devices software solutions and assisting in identifying infrastructure issues. Ongoing recommendations for improvement which may include activities in support of same account revenue growth throughout the life of the contract. The Technologist is an enabler to achieving measurable service levels as documented per
individual account contract requirements. The position reports to an SDM or similar organization.
The Primary Role:
- Act as the subject matter expert on the Equitrac solution
- To work directly with KOFAX and the customer in submitting escalating & resolving authentication issues
- To work directly with KOFAX in ongoing and proactive maintenance tasks as it relates to the EQ solution.
- To submit change management requests and follow up with customer for approval.
- Provide technical support and delivery of services for the life of the contract. Support deployments for software and/or hardware solution components
- Act as a point of contact to the customer partner(s) subcontractor(s) and other stakeholders in relation to technologybased components
- This role may provide support activity across multiple accounts as required
- Provide a support role during the testing and rollout of the technical solutions within the guidelines of the contracted service.
- Serve as the primary customer contact for equipment support and service.
- Coordinate Move/Add/Change (MACD) process.
- Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications.
- DocuCare level Breakfix activities (ie replacing feed rollers adjustment procedures fuser cleaner procedures appropriate
- retrofits etc.)
- Provide IP address support (only with no other network support provided)
- Perform basic equipment problem diagnosis.
- Point of contact for equipment removal and delivery
- Contact service as required (Client and 3rd party)
- Utilize Client webbased applications as required
- Accurate call reporting on Equipment in XSM
- Remote Service call onsite support
- Driving (if required for duties)
Responsibilities:
- Support Technology within assigned account(s)
- Ensure 100% compliance to Escalation policy and support Security and Risk compliance in line with contractual obligations
- Ensure Escalations are managed in a timely manner
- Ensure flexibility and availability for overtime holidays and schedule changes as per Account contract requirements
- Accountable for effective communications with the Client concerning escalations and Technology developments that are appropriate to their current and future requirements
- Support partner relationships activity related to the Service offerings including Customer IT Service Providers 3rd parties and subcontractors
- Support development of client related documentation and ensure Technology based procedures are adhered to and updated when appropriate
- Ensure suitable accreditation levels are maintained in line with the contract and Client standards
- Support appropriate ITIL disciplines.
- Proactively manage consumables and supplies.
- Collect equipment meter information and submit for billing purposes.
- Perform Data Entry for activity and asset tracking.
- Address breakfix performance
- View details of events and remotely interact with devices to assist with help desk troubleshooting and Output Device problem resolution.
- Identify poorly performing devices.
- Proactively monitor and manage the fleet by creating an automated event when an Output Device displays specific alerts/errors. Device Configuration Monitoring
- Audit devices weekly
- Collect known networked Output Device information to ensure compliance to Specifications.
- Provide Output Device discovery daily as agreed upon with management. Maintenance (breakfix) Service Support
- Work with customer to resolve outstanding issues.
- Track and report on aged service call delay contributors.
- Track and manage action items to drive improved service delivery. System Asset Tracking Management Reporting and Billing
Candidate Qualifications & Experience
- Preferred Bachelors Degree (Computer Science MIS Engineering or related)
- Experienced support in a service driven industry
- Understanding of ITIL Lean Six Sigma Agile methodologies
- Preferred IT certifications (MS Cisco etc)
- Attention to detail with strong organizational skills
- Excellent communication skills both written and verbal
- Ability to manage / work in a crossfunctional team / environment
- Evidence of experience working within virtual teams
- Ability to multitask and prioritize many initiatives simultaneously
- Experienced at interfacing with customer across multiple levels
- Must have intermediate skills with Microsoft office suite (Word Excel Outlook PowerPoint Visio & MS Project)
- Ability to identify and articulate risk
- Experience with troubleshooting application related issues in a complex network environment
- Experience with working in a test bed environment reported problem replication investigation of vulnerabilities hardware and software maintenance.
- Experience of Installation and configuration of printer and server technologies
About us: DivIHN the IT Asset Performance Services organization provides Professional Consulting Custom Projects and Professional Resource Augmentation services to clients in the MidWest and beyond. The strategic characteristics of the organization are Standardization Specialization and Collaboration. DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race color religion (creed) gender gender expression age national origin (ancestry) disability marital status sexual orientation or military status.
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