Technical Services - Office (DocuCare) Level 2

Role: Technical Services - Office (DocuCare) Level 2
Location: North Chicago, IL 60064
Contract Duration: 12+ Months
Shift Hours: 8am-5pm (Mon-Fri)

Note: Travel up to 25-50% using personal vehicle required. So, candidate must have a valid DL and reliable vehicle.

Once selected you should be eligible pass-through Drug Test and Background Test

ESSENTIAL FUNCTIONS:

• Client Relationship Management:

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

• Services Delivery:

  • Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications.
  • Break-fix activities accounting for 70% of role responsibilities.
  • Provide IP address support.
  • Perform basic equipment problem diagnosis.
  • 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.
  • Accurate call reporting on Equipment in Client designated systems.
  • Remote Service call onsite support, including driving 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 appropriate resource.
  • Physical as well as remote device management and control.
  • Device Configuration (Enter IP address, scanning templates, User access levels, Scan to File/Email, etc).
  • Monitor/apply current software updates/patches.
  • On-site contact for remote solve resolutions requiring technical expertise.
  • Non-Client device management as required.
  • Perform remote device monitoring and remote solve (Client Device Management).
  • Identify and promote Client Office Solutions.
  • Pro-actively manage consumables and supplies using the DOS calculator.
  • Maintain on-site operator replaceable parts inventory.
  • Collect equipment meter information and submit for billing purposes.
  • Perform Data Entry for activity and asset tracking.
  • Manage and maintain on-site parts inventory using PM4.
  • Replace consumable supplies in all Client devices across the Abbott complex and surrounding office locations (11 in addition to Abbott Park)
  • Manage supply inventory
  • Ship emergency supplies as needed to other Abbott facilities
    support MACD process and system updates in XSM
  • Initial responder to Break-Fix calls
  • General maintenance of all devices (wiping glass, clearing paper jams)

SKILLS:

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

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. •

Last updated on Nov 10, 2023