Specialist I, IT Support at Metasys Technologies, Inc.

Specialist I, IT Support
Southfield MI
5 Months Contract
Mon -Fri (9:00 AM - 6:00 PM)

Customer Support and Service:

• Respond to customer support requests and maintain professional customer service for clients.
• Provide Tier I level support for Ricoh products and services, including:
  • Operating system functionality
  • Software installation and troubleshooting
  • VoIP configuration and support
  • Email configuration and support
  • Mobile Device Management (MDM)
  • Disaster recovery solutions
  • Malware and virus detection/removal
  • Workstation and peripheral diagnostics/support
  • Single-user network access troubleshooting

Case Management:

• Open and manage cases following defined severities and priorities.
• Clearly document all support issues and steps performed in the Customer Relationship Management (CRM) system.
• Maintain open communication on all issues until resolution or escalation.

Team Collaboration:

• Escalate unresolved customer issues through appropriate channels.
• Work shift rotations as required to provide 24/7/365 coverage.

Performance Metrics:

• Be accountable for measurable objectives, including:
  • Average talk time
  • First-call resolution rates
  • Number of interactions worked

Training:

• Attend ongoing training sessions on core business areas.

Key Responsibilities:

• Assist users in opening tickets for support (with user or on their behalf).
• Escalate work stoppages when necessary.
• Conduct daily ticket reviews:
  • Ensure ticket progress and movement toward resolution.
  • Classify tickets according to corresponding Service Level Objectives (SLOs) and provide user education/explanation as needed.
• Help classify and address issues, differentiating between training needs and support problems.
• Provide end-of-day summaries (internal or potentially customer-facing).

Optional Tasks:

• Perform password resets.
• Assist with workstation setup and reassignments.

Education and Certifications:

• High school diploma required.
• A+ certification is a plus.
• Microsoft Certifications (MTA/MCSA) are a plus.

Experience:

• Minimum two years of experience in a customer service-oriented field.
• Previous experience with Automatic Call Distributors (ACDs), Interactive Voice Response systems (IVRs), and Case Management systems is a plus.

Knowledge, Skills, and Abilities:

• Exceptional customer focus and consistently professional demeanor.
• Strong written and verbal communication skills.
• Ability to quickly assess technical issues in a fast-paced environment.
• Dependable team player with a strong sense of ownership in client relationships.
• Outstanding organizational and time management skills.
• Flexibility and adaptability to change.
• Ability to multitask effectively in high-pressure environments.
• Basic troubleshooting skills for:
  • Microsoft Operating Systems
  • PC hardware and peripherals
  • Common mobile device platforms (iOS, BlackBerry, etc.)
  • Networked environments (Active Directory, file sharing, printer sharing, etc.)
  • Common off-the-shelf applications (Microsoft Office, Adobe, etc.)
• Familiarity with Mac OS environment troubleshooting is a plus.

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