Support Technician

firstPRO is now accepting resumes for an Installation and Support Technician in Waltham, MA. This is a direct hire role and onsite.

Location : Waltham, MA | Salary : $55,000.00-$75,000.00 per year

You will triage, troubleshoot and repair incoming customer reported issues for specific products. You will also be responsible for documenting all calls, from initial receipt through resolution and any required follow up in the appropriate logs, reports and programs. You will be responsible for initial contact, coordination, remote installation and training for new accounts as well as assist in the procurement of requisite hardware, obtain remote access to the customer site, install and instruct the customer in its use and configuration. Coordination, installation and documentation of required customer software upgrades is also part of the job.

Responsibilities

• Provide escalated telephone and remote access support for customers using management software.
• Manage all assigned installations at customer facilities.
• Review connectivity overview with customer.
• Coordinate with Customer IT Dept to ensure network availability and readiness.
• Provide training in the setup and connection.
• Provide customer assistance with networking meters and connectivity support, when necessary
• Provide remote network communication validation.
• Coordinate with vendor partners the interfacing of meters and software onto their middleware data and interface management platforms.
• Assist Implementation Managers with post implementation transition to live connectivity support.
• Travel as required to assist Implementation Manager(s) with on-site connectivity installation support.
• Input and maintain all applicable application documentation and maintain project tracking system.
• Build and maintain site to site connections for remote customer access.
• Create internal documentation for product / customer support.
• Other tasks as required and directed by management.

Qualifications / Skills and Competencies

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