Printer Technical Support (fully Remote)

Support, Issue Resolution and Escalation

Manage Issue Resolution: Work with Customers IT, end users and OEM vendors to resolve issues Pre-Install, System Configuration, and Compatibility.

Perform Integration and Compatibility Testing

Install/Configure Server Software Support, Issue Resolution and Escalation

Provide subject matter expertise on technical functionality, service and support of all system functions.

The role is focused on proactive work and system configuration.

Perform triaging of issues and determining if they reside with output device, card reader, embedded Secure Release Here software, external Secure Release Here Sentry device, network, or server(s).

Review Ticketing System(s): Reviewing tickets submitted to determine if system issues exist.

Create and Maintain Documentation: Create documentation for Customer regarding processes and procedures and log any troubleshooting steps taken to correct common/typical problems.

Scheduled Weekend Work: Provide support for client initiated and scheduled weekend work such as server updates, disaster recovery testing, etc. with the following limitations:

• Subject to Pharos resource availability.
• Minimum of 2 weeks advance notice required.
• Scheduled in advance and confirmed with Pharos.

7x24 Escalated Support: Provide an escalation engineer on standby for priority 1 or priority 2 issues, acting as an escalation point for the System Administrators.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances.