Managed Services Technician

The LRS Enterprise Output Management (EOM) Software group is seeking a Managed Services Technician. As a Managed Services Technician, you will provide post-sales (Level 2) support to LRS Managed Services customers who have our EOM products installed onsite or in a Cloud. You will also be part of a team assigned to assist Managed Services clients with their EOM software implementation and deployment.

LRS EOM solutions handle all aspects of document capture, delivery, storage, and accounting. Our EOM software products are designed to manage output from any platform, in any format, to any physical or electronic destination. You will be trained to support the EOM software products. As a member of the Enterprise Output Remote Management staff, you will work closely together with other team members to resolve customers’ problems. You will also interact with our Level 2 Product Support team to assist you in diagnosing and resolving problems.

Managed Services Technicians currently support our customers from our Corporate Headquarters in Springfield, Illinois, and our offices in Cheltenham, UK, Stockholm, Sweden, Sydney, Australia, and Singapore.

You will work 9 AM – 6 PM from our Springfield, IL HQ location. Hybrid work model may be available for work-from-home two days per week after the training and probationary period is completed. This position is eligible for overtime pay if needed.

Requirements:

• You must have at least 2 years’ experience in an IT support role, or you must have completed four semesters of college-level computer science courses.
• You must have excellent analytical and diagnostic skills. Skills in Windows and Azure administration and network troubleshooting will make you a stronger candidate.
• Experience of working in a customer support environment and handling requests via phone or email will make you a stronger candidate, as well as experience working in a software support role.
• You must have permanent authorization to work in the USA. No visa sponsorships are available.

Your duties will primarily consist of:

• Phone and e-mail support
• Diagnosing problems
• Assisting with software deployments
• Answering technical questions regarding our products in specific customer environments
• Upgrading our software products as new releases are available
• Deploying our software as part of Managed Services engagements
• Recording all information in our problem tracking and ticket system
• Interfacing with customers under direct supervision
• Seeking assistance from fellow Systems Engineers and Product Support staff when needed
• Inclusion in the afterhours on-call list for emergency 24x7 support role once trained
• Supporting customers around the world from our office without the need to travel

Success Keys:

You must demonstrate effective verbal and written communications skills, as well as excellent diagnostic skills. You must be well organized and be able manage multiple tasks, prioritizing and addressing the most important first.

Organization Structure:

The EOM Division at Levi, Ray & Shoup, Inc. comprises more than 150 employees divided between 2 groups: sales/marketing and software development/support. The EOM team has nearly 300 employees worldwide.

You will report directly to the Director, Global Delivery, and be part of a team of Managed Services Technicians who are supporting our worldwide managed services customers.

LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.

Salary range: $55,000-$65,000 annually plus paid overtime and full benefits. This range represents the low and high for this position. The salary will vary depending on factors including, but not limited to, experience and performance.

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