Provide professional post-sales technical support for end user customers and dealer representatives
Provide software installation and configuration through remote access system
Provide software setup and training for end-users
Provide pre-installation evaluation of custom technology
Monitor, manage, and document all actions and solutions into the issue resolution system
Process, resolve, and if needed, escalate support issues
Achieve and maintain organizational requirements for ticket quality and time utilization
Support a variety of application platforms and systems
Document and utilize solutions through the use of a knowledge base, white papers, training sessions and other available educational tools
Resolve questions regarding solutions, services, and training
Provide creation/updating of training materials for end users and dealer technicians
Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals
Design and execute a post sale implementation strategy to ensure client up-time, comprehension, and overall satisfaction
Train key personnel and managers on software, hardware, and supporting workflow
Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared
Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
Some after-hours and/or holiday work required
Contribute to team effort by accomplishing related results as needed
Utilize various ticketing, Project Management, CRM, etc. systems to thoroughly document work
Ability to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirements
Contribute to team effort by accomplishing related results as needed
Maintains a complete understanding of and adhere to all ACDI policies, procedures, and processes
Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values
High School diploma, preferred Bachelor's Degree, and a minimum of 2+ years of technical support experience or an equivalent combination of education and experience required
Network architecture, systems administration, database administration, sets you apart
A+, Network+, Security+, Linux+,CCNA, AWS certifications preferred
Microsoft/ITIL certification or equivalent preferred
Document management experience preferred
PaperCut Certified Technician, Certified Trainer, Certified PaperCut MF Professional or any other PaperCut certifications/experience preferred
Must have a basic understanding in the following:
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Workstation Administration -Windows, Mac, Linux
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Windows, Mac, and Linux Printing
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Cloud computing and application hosting -AWS
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Remote Desktop support
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Online Collaboration Tools
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Server Administration - Windows Server including managing Group Policies, Active Directory Users, Groups, and Organizational Units, DNS, and DHCP
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Networking and Networking Topology including:
- TCP/IP routing Protocols
- Firewalls and VPN
- IPv4 Addressing and Subnetting
- Basic security, NAT and firewall
- Ethernet VLANs and VLAN Trunking
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Virtual environments including VMware and Hyper-V as they relate to our products
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Using Batch Scripting and PowerShell to automate labor-intensive processes including updating Active Directory fields and AD management
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SQL, XML, MS, JavaScript
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Network troubleshooting to include the ability to determine that the required connectivity exists between two end point devices (i.e. PaperCut Application Server and an MFP
Must obtain all available product certifications within 90 days
Familiarity with Google and ZoHo applications sets you apart
Strong professional communication skills (via phone, email and in-person), problem solving, negotiation skills, technical capacity, project management, and collaboration
Be able to effectively communicate technical information with non-technical stakeholders as well as all levels of management
Experience exercising discretion and confidentiality with sensitive company or team information
Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work