What are the responsibilities and job description for the IT Customer Support Technician position at FlexTG?
We are seeking a dedicated and skilled Customer Support Technician to join our team. In this role, you will be responsible for providing exceptional technical support to our customers, focusing on network configurations for our Network Access Control system. You will troubleshoot data collection systems running on customer servers, primarily on Windows servers, and provide direct interactions with both our internal EDC team and customer IT support.
Essential Functions and Responsibilities:
• Provide technical support to customer-facing teams, addressing issues related to managed print services and the Network Access Control system.
• Support the implementation and rollout of services to customers for managed print.
• Troubleshoot and resolve issues with data collection systems running in Flex customer environments.
• Remote into customer systems to diagnose and fix technical problems related to data collection inside customer environments.
• Collaborate closely with the internal EDC team to ensure seamless support and issue resolution.
• Communicate effectively with customer IT support teams to provide timely and accurate solutions.
• Develop and refine processes and systems to provide robust support for multiple customer environments.
• Customizing solutions to meet the unique needs of each customer, ensuring scalability and efficiency in our service delivery.
• Document and track support requests, ensuring all issues are resolved in a timely manner.
• Maintain a high level of customer satisfaction through professional and courteous interactions.
• Support the implementation and rollout of services to customers for managed print.
• Troubleshoot and resolve issues with data collection systems running in Flex customer environments.
• Remote into customer systems to diagnose and fix technical problems related to data collection inside customer environments.
• Collaborate closely with the internal EDC team to ensure seamless support and issue resolution.
• Communicate effectively with customer IT support teams to provide timely and accurate solutions.
• Develop and refine processes and systems to provide robust support for multiple customer environments.
• Customizing solutions to meet the unique needs of each customer, ensuring scalability and efficiency in our service delivery.
• Document and track support requests, ensuring all issues are resolved in a timely manner.
• Maintain a high level of customer satisfaction through professional and courteous interactions.
Qualifications and Experience:
Minimum Qualifications:
• High School diploma
• Proven experience in a technical support or helpdesk role, preferably in a customer-facing capacity.
• Strong knowledge of network configurations and troubleshooting.
• Experience with Network Access Control systems.
• Proficiency in troubleshooting data collection systems.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Proven experience in a technical support or helpdesk role, preferably in a customer-facing capacity.
• Strong knowledge of network configurations and troubleshooting.
• Experience with Network Access Control systems.
• Proficiency in troubleshooting data collection systems.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
Preferred Qualifications:
• A degree in Information Technology, Computer Science, or a related field is preferred.
• Relevant certifications (e.g., CompTIA Network , Microsoft Certified: Windows Server) are a plus.
• Relevant certifications (e.g., CompTIA Network , Microsoft Certified: Windows Server) are a plus.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to:
• Sit, stand, kneel, walk, and reach.
• Be able to lift, push, pull and/or move up to 20 pounds.
• Hear well enough to communicate with others.
• Read a computer screen and written material.
• Write, type, and use phone system.
• Sit, stand, kneel, walk, and reach.
• Be able to lift, push, pull and/or move up to 20 pounds.
• Hear well enough to communicate with others.
• Read a computer screen and written material.
• Write, type, and use phone system.
Disclaimer
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The job description does not constitute an employment contract or guarantee of employment. The organization reserves the right to hire, fire, or discipline the employees at its discretion.
EEO Statement
Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.
