What are the responsibilities and job description for the Copier Support Desk Technician II position at Marco Technologies?
Position Summary/Objective
The Copier Support Desk Technician II is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide second level remote technical support for copiers, printers, multifunction devices, and related software and solutions, using technical skills to troubleshoot and resolve service issues while ensuring a high level of customer satisfaction.
Essential Functions
▪ Provide advanced remote technical support to diagnose and resolve copier, printer, and multifunction device issues.
▪ Troubleshoot and resolve issues related to hardware, software, and network connectivity problems remotely.
▪ Assist with remote installation, configuration, and software updates of copiers and related equipment.
▪ Assist and coach other teammates on service issues.
▪ Work on escalated service issues as assigned by supervisor.
▪ Assist supervisor with development and implementation of team projects, enhancements, and initiatives.
▪ Cross-train in other practice areas including Paper-cut support, Uni-flow support, and remote copier hardware support.
▪ Work with manufacturer or vendor support in resolution of service issues.
▪ Collaborate with onsite service technicians and escalate complex technical issues as needed.
▪ Maintain detailed records of support interactions, solutions, and outcomes.
▪ Research copier and IT issues to enhance remote troubleshooting skills.
▪ Deliver exceptional customer service and ensure client satisfaction throughout the support process.
▪ Communicate with customers in a prompt and accurate manner via phone and email.
▪ Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
▪ Attend Required Company And Department Meetings.
▪ Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
▪ Perform other related duties as assigned.
Qualifications
Education and Experience
▪ High school diploma and two years of relevant experience; or equivalent combination of education and experience.
▪ Previous experience repairing and troubleshooting printers, copiers, and MFPs preferred.
Required Skills
The Copier Support Desk Technician II is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide second level remote technical support for copiers, printers, multifunction devices, and related software and solutions, using technical skills to troubleshoot and resolve service issues while ensuring a high level of customer satisfaction.
Essential Functions
▪ Provide advanced remote technical support to diagnose and resolve copier, printer, and multifunction device issues.
▪ Troubleshoot and resolve issues related to hardware, software, and network connectivity problems remotely.
▪ Assist with remote installation, configuration, and software updates of copiers and related equipment.
▪ Assist and coach other teammates on service issues.
▪ Work on escalated service issues as assigned by supervisor.
▪ Assist supervisor with development and implementation of team projects, enhancements, and initiatives.
▪ Cross-train in other practice areas including Paper-cut support, Uni-flow support, and remote copier hardware support.
▪ Work with manufacturer or vendor support in resolution of service issues.
▪ Collaborate with onsite service technicians and escalate complex technical issues as needed.
▪ Maintain detailed records of support interactions, solutions, and outcomes.
▪ Research copier and IT issues to enhance remote troubleshooting skills.
▪ Deliver exceptional customer service and ensure client satisfaction throughout the support process.
▪ Communicate with customers in a prompt and accurate manner via phone and email.
▪ Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
▪ Attend Required Company And Department Meetings.
▪ Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
▪ Perform other related duties as assigned.
Qualifications
Education and Experience
▪ High school diploma and two years of relevant experience; or equivalent combination of education and experience.
▪ Previous experience repairing and troubleshooting printers, copiers, and MFPs preferred.
Required Skills
- Proficiency with business collaboration tools including MS Office suite, Outlook, and company specific applications.
- Solid technical troubleshooting and problem-solving skills.
- Knowledge of copier and printer functionality, components, and common issues.
- Wide experience with various copier brands and models.
- Excellent communication skills for providing clear instructions and guidance remotely.
- Strong customer service abilities and telephone skills.
- Ability to work independently and manage time effectively.
- Intermediate understanding of network protocols and configurations.
- Ability to complete related trainings and certifications and maintain certifications.
- Ability to work in a fast-paced, client-oriented team.
- Ability to meet standards of productivity, accountability, documentation, and customer service.
