At EnvisionWare, our mission is to provide customers with quality software and exceptional service. We strive to maintain our reputation for integrity, responsiveness and fairness to customers, suppliers, competitors and employees.
That commitment has led to our unprecedented growth and to our becoming the largest provider of self-service solutions for libraries with 5000+ installed sites in eight countries.
EnvisionWare, Inc. has an immediate opening for a Field Technician. This position is part of the Support Team and is responsible for meeting customer objectives and satisfying customer needs. This position may be either full time or part time, depending on the candidate. Responsibilities include installation, routine maintenance, replacement for failed devices, and product support for all EnvisionWare products in accordance with Service Level Agreements as outlined in customer contracts. This position will provide on-site support for EnvisionWare software and hardware solutions.
Technical Qualifications:
- Working knowledge of Windows operating systems and commercial applications.
- Ability to install software including EnvisionWare, Inc. products and other products common in libraries to better simulate the users’ PC environments.
- Ability to locate and manipulate files and file permissions on the local file system and on computer networks.
- Ability to import and export registry keys using RegEdit (or RedEdit32.)
- Ability to use Remote Control software (like PC Anywhere, VNC, Windows Remote Desktop, NetSupport, etc.).
- Understanding of Local Area Networks, Wide Area Networks, including routers, subnets, firewalls, gateways, proxies, and wireless access points.
- Ability to install and configure network printers.
Position Responsibilities:
- Experience in managing technical implementation schedules including: creating project time lines which define customer and Envisionware tasks and responsibilities, dependencies and consequences.
- Work with customers and EnvisionWare Sales personnel to manage on site and remote software installation and configuration.
- Provide on-site and remote technical support for all Envisionware products and other third pary products common to libraries.
- Identify and document customer needs and objectives, and use this information to plan, prepare, schedule, and execute on-site and remote software installation, configuration, and troubleshooting.
- Ensure that the customer and relevant EnvisionWare staff remain informed of the current status of issues.
- Recommend product enhancements that will improve the customers' experiences with EnvisionWare solutions.
- Deliver on EnvisionWare's commitment to providing quality Customer Service by meeting Service Level Agreements (SLAs).
- Escalate issues and situations through appropriate means if customers are having a frustrating experience.
- Ensure customers understand how to administer and use EnvisionWare Solutions by providing appropriate training and guided assistance.
- Coordinate activities to meet timelines and objectives of a dynamic project plan.
- Ability to work in a fast paced environment and handle multiple customer installations in various stages simultaneously.
- Review product documentation for accuracy and clarity.
- Create After Action Reviews which cover the installation experience and may include Feature Requests, Sales follow up, and problems encountered.
- Address critical customer needs during non-business hours.
Qualifications:*
- Excellent verbal and written communication skills.
- Excellent customer service skills
- Able to learn and apply new skills quickly.
- Aptitude for light mechanical troubleshooting and parts replacement.
- Able to work effectively with others.
- Ability to work independently and be self-motivated.
- Able to follow instructions, designs and plans created by others.
- Strong problem solving skills
- Ability to provide training
- Ability to lift up to 70 lbs.
*To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions.
Education/Experience:
Associates Degree or Technical College Degree preferred.
Minimum 2-4 years experience in related work experience.
A+ and other certifications desirable.
The successful candidate must also be able to pass background and driving record checks. We offer a competitive compensation and benefits program that includes medical, dental, vision, life insurance, disability benefits, 401(k), and a business casual dress code.
Click here to apply.
EnvisionWare is an equal opportunity employer and hires without regard to race, color, religion, sex, national origin or sexual orientation.
