Customer Support Rep.Customer Engineering Svcs

JOB DUTIES AND RESPONSIBILITIES
* Respond to customer support requests.
* Maintain professional customer service to clients.
* Providing Tier I level support of Ricoh products and services, including but not limited to:
- Operating system functionality
- Software installation and troubleshooting
- VoIP configuration and support
- E-mail configuration and support
- Mobile Device Management
- Malware/virus detection and removal
- Workstation and peripheral diagnostics and support
- Single user network access and troubleshooting
* Escalate customer issues through the proper channels.
* Open and manage cases according to defined severities and case priorities
* Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
* Keep open communication on all issues until resolved or turned over to another resource.
* Be held accountable for measurable objectives including average talk time, first call resolution, interactions
worked among others.
* Attend ongoing training sessions in core areas of the business.

Job Responsibilities
* Provide technical support via phone, email, and in person.
* Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.
* Set up and configure in-person and virtual meetings.
* Utilize the ServiceNow ticketing system to log, track, and prioritize support requests.
* Install, configure, and maintain various software.
* Assist users with password resets, account set Client, and access permissions.
* Collaborate with other IT teams to resolve complex issues.
* Maintain documentation of procedures, configurations, and troubleshooting steps.
* Stay up to date on the latest technological advances.

Requirements:
* Relevant certifications, including Microsoft, Amazon, and CompTIA.
* Proficiency with ServiceNow and similar ticketing systems.
* Strong knowledge of Windows 10, Windows 11, Mac, Linux, and other operating systems.
* Strong knowledge of mobile devices, including Android and Apple.
* Strong knowledge of AV equipment, including projectors and mixers (this is a nice to have).
* Excellent communication and customer service skills.
* Ability to self-educate, using the internet, on technical scenarios that you have not experienced
* Strong problem-solving and analytical skills.

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.