Technical Services - Office (DocuCare) Level 2

25-50% Driving using personal vehicle. Mileage will be reimbursed.

Technical Services - Office (DocuCare) Level 2
Waco TX 76710
6 Months Contract
M-F 8:00 am - 5:00 pm

ESSENTIAL FUNCTIONS:

Client Relationship Management:

• Serve as the primary customer contact for equipment support and service.
• Coordinate Move/Add/Change (MAC) process.
• Provide ongoing end-user training on equipment.

Services Delivery:

• Perform basic device cleaning and replacement of operator-accessible parts and consumables per equipment specifications.
• Break-fix activities account for 70% of role responsibilities.
• Provide IP address support.
• Perform basic equipment problem diagnosis.
• Act as the point of contact for equipment removal and delivery for onsite support.
• Contact service as required (Client and 3rd party).
• Utilize Client web-based applications as required, including Service Call Handling.
• Ensure accurate call reporting on equipment in Client-designated systems.
• Provide remote service call onsite support.
• Drive (if required for duties).
• Download and install printer drivers on end-user equipment.
• Perform printer mapping to PC as required.
• Escalate printer network issues to the appropriate resource.
• Manage and control both physical and remote devices.
• Configure devices (enter IP address, scanning templates, user access levels, scan to file/email, etc.).
• Monitor and apply current software updates/patches.
• Serve as onsite contact for remote resolutions requiring technical expertise.
• Manage non-Client devices as required.
• Perform remote device monitoring and remote problem-solving (Client Device Management).
• Identify and promote Client Office Solutions.
• Proactively manage consumables and supplies using the DOS calculator.
• Maintain onsite operator-replaceable parts inventory.
• Collect equipment meter information and submit for billing purposes.
• Perform data entry for activity and asset tracking.
• Manage and maintain onsite parts inventory using PM4.

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SKILLS:

• Ability to lift and move up to 50 pounds.
• Strong customer service and communication skills.
• Ability to read, write, and follow basic English instructions.
• Ability to manage multiple tasks and perform duties with minimal supervision.
• Basic equipment problem-solving and diagnosis (training provided).
• Customer problem resolution, including escalation as required.
• Ability to coordinate work tasks to ensure fulfillment of SOWs.
• Track and report account information as required.
• 1-2 years of relevant experience resolving customer and equipment printing issues.

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EDUCATION:

• Minimum High School diploma or equivalent.

EDUCATION VERIFICATION:

• Yes.

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.