Managed Services Technician

Prudent Technologies and Consulting, Inc.; Houston (TX); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Prudent Technologies and Consulting, Inc. is seeking an IT support specialist to provide onsite and remote assistance for managed IT services, print services, and document management software.

The role focuses on initial contact with end-users, basic troubleshooting, and issue resolution following established procedures. You will escalate complex problems to higher-tier teams while maintaining thorough records and delivering excellent customer service.

Responsibilities

• Provide onsite and remote support calls for Managed IT Services, Managed Print Services and Document Management Software.
• Provide initial contact and basic technical support to end-users.
• Respond to customer inquiries and troubleshoot common technical issues.
• Perform basic account setup and configuration tasks.
• Follow established procedures and guidelines for issue resolution.
• Provide excellent customer service and ensure customer satisfaction.
• Maintain accurate records of customer interactions and support incidents.
• Document and escalate more complex issues to higher-tier support teams.
• Provide in-depth technical support for complex and critical issues.
• Analyze and diagnose complex network, software, and hardware problems.
• Collaborate with other technical teams, such as developers or system administrators, to identify root causes and develop solutions.
• Develop and implement advanced troubleshooting methodologies.
• Act as a subject matter expert in specific areas and provide knowledge transfer to other team members.
• Participate in the design and improvement of systems, processes, and infrastructure.
• Will involve on-site visits to resolve challenging technical issues.

Job description

• Provide onsite and remote support calls for Managed IT Services, Managed Print Services and Document Management Software.
• Provide initial contact and basic technical support to end-users.
• Respond to customer inquiries and troubleshoot common technical issues.
• Perform basic account setup and configuration tasks.
• Follow established procedures and guidelines for issue resolution.
• Provide excellent customer service and ensure customer satisfaction.
• Maintain accurate records of customer interactions and support incidents.
• Document and escalate more complex issues to higher-tier support teams.
• Provide in-depth technical support for complex and critical issues.
• Analyze and diagnose complex network, software, and hardware problems.
• Collaborate with other technical teams, such as developers or system administrators, to identify root causes and develop solutions.
• Develop and implement advanced troubleshooting methodologies.
• Act as a subject matter expert in specific areas and provide knowledge transfer to other team members.
• Participate in the design and improvement of systems, processes, and infrastructure.
• Will involve on-site visits to resolve challenging technical issues.