Remote Technical Support Analyst - Remote Eligible

Remote Technical Support Analyst

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

We are looking for a motivated Technical Support Analyst ready to take us to the next level! If you have strong experience in taking customer calls Level 2 support and software solutions and are looking for your next career move, apply now!

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.

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.

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.

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 troubleshoot, either complete the job or and then to organize the vendor or our technicians to go out and complete the job.

Customer support with networking issue.

Microsoft office troubleshooting.

Office 365 email configuration and set.

3 party software management and troubleshooting.

Exposure to SAS and troubleshooting.

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 troubleshooting.

Manage virtual environments.

Hardware:

Troubleshoot hardware such as PCs 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 application.accommodations@cai.io or (888) 824 – 8111.