Remote Technical Support Analyst

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a Remote Technical Support Analyst that provides administrative and technical support services that seamlessly facilitate the business unit's operation. This position will be full-time and remote.

What You'll Do:

• Taking customer calls Level 2 support in break fix of office printing and imaging equipment, software solutions that we provide.

• If this cannot be rectified, book an onsite service engineer to go onsite and rectify the issue.

• Liaising with customers when the technician will be onsite to rectify the issue including secondary callout when parts are needed.

• If parts are needed, liaise with technicians about necessary onsite work and organize this with the vendors. Distribute these parts onsite to the customers.

• Remote installation for when printing and imaging equipment is upgrade for our customers with the installation of print drivers and workflow such as scan to email.

• Taking customer calls.

• If this cannot be rectified, book an onsite service engineer to go onsite and rectify the issue.

• Liaising with customers when the technician will be onsite to rectify the issue including secondary callout when parts are needed.

• f parts are needed, liaise with technicians about necessary onsite work and organize this with the vendors. Distribute these parts onsite to the customers.

• Remote installation for when printing and imaging equipment is upgrade for our customers with the installation of print drivers and workflow such as scan to email.

• Take care of our internal IT infrastructure as a system administrator

• Support any future clients who Orion takes on under an MSP and be the system administrator for the customer

What You'll Need:

• Minimum secondary school completion and/or relevant experience.

• Previous experience in managed and help desk customer support.

• Customer service experience.

• Desirable: Managed Print Services

• Proficiency in Microsoft Office applications.

• Excellent communication skills.

• Administration experience in a dynamic team environment.

• Autonomy.

• Collaboration with a dynamic and ever-growing team.

• Opportunities for career development and support.

• Self-starter with a strong willingness to learn and adapt positively to business needs.

• MPS- Managed Print Services

• * Installations of Printers ( remote and onsite sometimes)

• * Download Print Drivers ( correct ones for a mac environment / graphics ) and which protocol to use

• * Do Scan to email – ( 365 , gmail)

• * Do Scan to folder

• * Be able to troubleshoot if this doesn’t work

• * Break fix - When customers call to be able to trouble shoot, either complete the job or and then to organise the vendor or our technicians to go out and complete the job

• MS – Managed Service

• * Customer support with networking issue

• * Microsoft office trouble shooting

• * Office 365 email configuration and set

• * 3 party software management and trouble shooting

• * Exposure to SAS and trouble shooting

• * Networking skills e.g.

• * configuration of a router ;

• * switches , configure wireless access devices/point,

• * configure email relay,

• * manage server environment such as;

• * user accounts

• * create and delete

• * Group policies

• * Create folders

• * General folder trouble shooting

• * Manage virtual environments

• * Hardware;

• * Troubleshoot hardware such Pc and laptops and performance of these

• * Diagnosis of these type of hardware

• * Troubleshoot windows

• * Configuration and understanding a NAS

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. 

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.