Jr Managed Services Support Technician

About Working at KIOSK Information Systems:

KIOSK helps organizations digitally transform by enabling automation with self-service solutions to improve the customer experience, while increasing operational and cost efficiencies. With 30 years of experience and 250,000 kiosks deployed, KIOSK is a market leader and trusted partner of Top 100 Retailers and Fortune 500 clients delivering proven expertise in design engineering and manufacturing, application development, integration, and comprehensive support services. We offer an innovative portfolio of kiosk solutions along with managed services and IoT capabilities to ensure a seamless user experience. Self-service is a fast paced and exciting industry with high professional growth potential.

The company offers a full spectrum product portfolio with all solution disciplines in one professional / manufacturing campus. We are a high performing and customer-centric team. KIOSK provides a respectful, fun, and collaborative work environment with great benefits and work / life balance.

Jr Managed Services Support

The Jr Managed Services (MS) Support Technician is a highly customer focused position that reports to the MS Manager and is responsible for first level Managed Services Support, kiosk installation support, and customer ownership. This includes, but is not limited to overseeing incoming MS tickets, handling Customer Service escalations, maintaining customer relationships, production floor support, etc.

Responsibilities:

This individual acts as the initial escalation point within the Managed Services department. Technical issues that cannot be resolved by the Customer Service team are initially escalated to the Jr MS Support Technician. This individual works closely with the rest of the Managed Services team, Customer Service team and the Software Development Group and is responsible for the following:

• Tier 3 Escalation Point for Customer Service
• Oversee incoming MS ticket queues, triaging and resolving tickets.
• PC Imaging
• Kiosk installation support for onsite technicians
• Production floor support
• Customer activations
• Auditing customer environments
• Customer Owner, handling customer relationships and enabling communication.
• Maintain a high level of customer satisfaction by delivering quality service and timely communication.
• Subject Matter Expert (SME) on selected projects
• Manage project lifecycle for timely delivery
• Documentation Management/Creation – operational documentation and knowledge base articles
• Use a broad range of IT tools, methodologies and techniques to generate new ideas and solve problems.
• Interpret data to inform insights and recommendations.
• Collaborate with other teams and vendors to resolve complex problems or escalate issues as necessary.
• Special Projects

Required Skills:

• 1-3 years related job experience
• High School Diploma
• Ability to demonstrate strong analytical and problem-solving skills.
• Excellent written communication and verbal skills, as well as strong listening skills.
• Possesses strong customer relation skills.
• Ability to handle multiple priorities, while maintaining a strong attention to detail.
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
• Represent KIOSK in a professional manner, especially when on customer calls.
• Methodically resolve the more difficult and complex production issues reported by customers and partners.
• Must be a self-motivated individual with a willingness to work well with others on a regular basis

Desired Skills:

• Associates or bachelor’s degree in technical field of study
• Experience working with large Enterprise customers a plus
• Proficient Technical Writing
• Windows Desktop Administration
• Network (TCP/IP, Firewalling, etc.)

Travel:

• No travel required

Physical:

• Must be able to sit or stand 8 hours
• Must be able to lift 20 pounds

Starting Annually Salary - $60,000. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Benefits-

KIOSK values its employees by supporting them with a full benefits package including:

• Medical (3 plans to choose from) *one plan 100% employer paid
• Dental (Employer paid for EE only coverage)
• Vision (Employer paid for EE only coverage)
• Life Insurance (2x's base salary Employer paid)
• Short and long term disability insurance (Employer paid)
• FSA / Dependent Care FSA / Health Savings Account with Company Contributions
• 401(k) match with immediate vesting
• Employee Assistance Program
• Paid Time Off
• 10 Paid Holidays per calendar year

Salary : $60,000