16 days old
2017-11-062017-12-04

IT Support Tech

Hatfield, PA 19440
  • Job Code
    586287

IT Support Technician


Essential Duties and Responsibilities



  • Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.
  • Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site
  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed
  • Provide technical account management for customers and manage escalations
  • Provide customer support including training, servicing, and quality assurance
  • Mentor, train, support, and assist Level 1 Technical Support team members as needed
  • Lead/assist with training and quality improvement programs
  • Documents and logs all calls in the CRM system
  • Document and manage Product Development issues to resolution
  • Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician
  • Collects data or provides basic reports to management
  • Performs other duties and tasks as assigned by their supervisor/manager


Most Important Competencies Required



  • Diplomacy/Teamwork - Easy to work with, a team player, positive "can do" attitude. Project confidence and credibility. Must also be willing and able to work closely with peers and management



  • Initiative - Self-motivated. Ability to identify a problem and seek out solutions to issues
  • Communication/Soft Skills - Must be able to effectively communicate in both written and verbal forms, as well as have the ability to engage customers verbally in a professional and patient manner.
  • Ability to influence others - Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
  • Professional Work and Detail Orientation - Must have excellent attention to detail, and all work must be at a high level of professionalism.


QUALIFICATIONS


This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am - 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.


Education/Experience:



  • Minimum 2 year college degree: Associates of Applied Science; Electrical Technology or equivalent experience of 1-2 years Electrical/Mechanical Engineering



  • Minimum of 1-2 years' work experience reading and utilizing circuit board schematics and wiring diagrams



  • 3-4 years of experience in troubleshooting hardware/software in a technical-related field
  • Minimum of 1-2 years' work experience in a customer support role or equivalent
  • Minimum 1 year coaching and mentoring of other technical support team members
  • Minimum 1 year coaching and mentoring of other technical support team members
  • Intermediate knowledge with MS Office; Word and Excel required
  • Understanding and use of CRM systems preferred
  • Knowledge of SAP preferred
  • Experience in a related dental or medical x-ray equipment manufacturer field preferred

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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IT Support Tech

Randstad Technologies
Hatfield, PA 19440

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IT Support Tech

Randstad Technologies
Hatfield, PA
US

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