Technical Support Representative

Location

Framingham, MA | United States

Job description

CTG is seeking to fill a Technical Support Representative opening for our client in Framingham, MA.

Location : Boston, Framingham, Marlboro MA area (Remote/Onsite 2-3 days per week)

Duration : Ongoing contract

Description:

We are looking for an enthusiastic, well organized, and proactive individual, ready to take on a challenge within the Software Technical Support Team. 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

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. On-going 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.

Duties & Responsibilities:

• 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 on-going 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 technology-based
• 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 Break-fix 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 (internal and 3rd party)
• Utilize web-based applications as required
• Accurate call reporting on Equipment in XSM
• Remote Service call onsite support
• Driving (if required for duties)
• 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 company standards
• Support appropriate ITIL disciplines.
• Pro-actively manage consumables and supplies.
• Collect equipment meter information and submit for billing purposes.
• Perform Data Entry for activity and asset tracking.
• Address break-fix 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 (break-fix) 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

Qualifications & Experience:

• Preferred Bachelor's 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 cross-functional 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

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided . For additional information, please contact Jamie Robinson at [email protected] . Kindly forward this to any other interested parties. Thank you!

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company in every country in which we operate.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

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