RICOTECK Recruitment Services | Full time
Technical Services Associate
Scarborough, Trinidad and Tobago | Posted on 02/01/2025
Position Title: Technical Services Associate
Department: Technical Services / Support
Reports To: Chief Technical Officer
Location: IT Operations and Service Center | Mackerspace | STEAM Lab
Job Type: Full-Time / Part-Time
Position Overview
The Technical Services Associate at RICOTECK Limited is a critical member of our team, providing essential technical support and expertise to both internal teams and external clients across our diverse range of services. As a Technical Services Associate, you will be the first point of contact for those seeking technical assistance, ensuring that issues are resolved promptly and effectively. Your responsibilities will span a variety of areas. Your ability to diagnose and resolve technical problems, communicate effectively with clients and colleagues, and maintain a customer‑centric approach will be crucial to ensuring client satisfaction and upholding RICOTECK's commitment to delivering exceptional service. This role requires a combination of technical expertise, problem‑solving skills, and a collaborative mindset to contribute to the success of our diverse service offerings and empower our clients through technology solutions.
Key Responsibilities
Technical Support:
* Provide timely and effective technical assistance and troubleshooting support to clients and internal teams regarding hardware, software, and system‑related issues across various service areas.
* Respond promptly to inquiries via phone, email, or in‑person, demonstrating professionalism and a commitment to addressing technical concerns, issues, or inquiries with a client‑centric approach.
* Utilize diagnostic tools and methodologies to identify technical problems accurately and provide timely solutions, ensuring minimal disruption to client operations and service delivery.
* Assist in the installation, configuration, and setup of equipment, software, and systems, ensuring proper functionality and integration with existing infrastructure and client requirements.
* Ensure customer satisfaction by offering clear instructions, follow‑up support, and recommendations for system improvements or upgrades, empowering clients to utilize technology effectively.
* Analyze, diagnose, and resolve technical issues quickly and effectively to minimize system downtime or disruption, leveraging technical expertise and problem‑solving skills to identify causes and implement solutions.
* Log, track, and monitor technical issues in a ticketing system to ensure all inquiries are addressed and resolved in a timely and organized manner, facilitating efficient service delivery and follow‑up.
* Work closely with the technical services team to escalate complex issues to higher‑level technicians or specialists when necessary, ensuring that clients receive the appropriate level of support and expertise.
Maintenance & Updates:
* Assist in performing regular maintenance tasks for hardware, software, or systems to ensure optimal performance, prevent technical failures, and maintain the integrity of client and internal systems.
* Perform routine system checks, updates, and patches on client systems or internal systems, ensuring that software and hardware are up‑to‑date and secure, minimizing vulnerabilities and maximizing performance.
* Ensure all systems are compliant with internal standards and industry best practices for security, functionality, and performance, adhering to relevant regulations and guidelines to maintain a secure and reliable technology environment.
Documentation & Reporting:
* Maintain detailed and accurate records of technical issues, solutions, and service requests to ensure consistent service and support, facilitating knowledge sharing and continuous improvement within the technical services team.
* Generate reports on recurring issues or trends to inform improvements in products, services, or systems, contributing to data‑driven decision‑making and the enhancement of service offerings.
* Document and maintain user guides, troubleshooting instructions, and technical procedures for both clients and internal teams, ensuring that information is readily accessible and easy to understand.
* Provide ongoing technical support and training to clients, empowering them to resolve common issues independently and utilize technology effectively, fostering self‑sufficiency and client satisfaction.
* Collaborate with cross‑functional teams such as engineering, product development, and customer service to improve products, services, and the overall customer experience, contributing to a holistic approach to service delivery.
* Assist in training new employees on technical systems and support processes, ensuring that team members have the necessary knowledge and skills to provide effective technical assistance.
* Perform other duties as assigned to support the overall success of RICOTECK and fulfill obligations to clients and stakeholders.
* Stay up‑to‑date with the latest technologies, tools, and best practices in the technical services field, continuously expanding technical knowledge and skills to provide cutting‑edge support and solutions.
* Suggest process improvements to enhance service delivery, reduce technical errors, and improve customer satisfaction, contributing to the optimization of technical support operations and client experience.
* Participate in professional development activities, workshops, or certification programs to develop technical expertise further and stay abreast of industry advancements, demonstrating a commitment to continuous learning and professional growth.
* The role will be based in the office, with potential for some field work or remote support depending on the nature of client requests and service requirements.
* The position may involve occasional evening or weekend shifts, depending on customer needs and system down times, demonstrating flexibility and a commitment to providing timely support.
* Some physical activity may be required, such as lifting equipment or setting up systems, necessitating the ability to perform light to moderate physical tasks as needed.
Requirements
Qualifications
* Associate's degree or equivalent experience in Information Technology, Computer Science, Engineering, or a related field (or any combination of qualifications and equivalent experience).
* 1‑3 years of experience in a technical support or service role, preferably in IT, electrical, or systems services, demonstrating practical knowledge and skills in troubleshooting and resolving technical issues.
* Strong technical knowledge in troubleshooting hardware, software, or systems relevant to RICOTECK's diverse service offerings, including printing equipment, computer hardware, network infrastructure, and security solutions.
* Experience with diagnostic tools and troubleshooting methodologies, demonstrating the ability to identify and resolve technical problems efficiently and effectively.
* Excellent verbal and written communication skills, with the ability to explain technical information in a clear, understandable manner to both technical and non‑technical audiences.
* Strong problem‑solving skills with a customer‑oriented approach, demonstrating a commitment to client satisfaction and a dedication to finding solutions that meet their needs.
* Ability to work independently and as part of a team, with excellent organizational and multitasking abilities to manage multiple support requests and prioritize tasks effectively.
Preferred Skills
* Experience with specific technical products, systems, or software relevant to RICOTECK's service areas, demonstrating specialized knowledge and expertise in areas such as printing technologies, IT infrastructure, or security solutions.
* Knowledge of network systems, cloud platforms, or industry‑specific technical tools, enhancing the ability to support RICOTECK's diverse service offerings and client environments.
* Familiarity with ticketing systems or customer service platforms (e.g., Zendesk, Jira, ServiceNow), facilitating efficient tracking and management of support requests.
* Certification in technical fields such as CompTIA A+, ITIL, or other relevant certifications, demonstrating a commitment to professional development and industry best practices.
Personal Attributes
Technical Proficiency: Possesses a strong foundation in technical knowledge and skills relevant to RICOTECK's service offerings, demonstrating expertise in troubleshooting, problem‑solving, and system maintenance.
Client‑Centric Approach: Demonstrates a genuine commitment to client satisfaction, providing timely and effective support, addressing concerns with empathy, and ensuring a positive client experience.
Communication and Interpersonal Skills: Communicates clearly and effectively with clients, colleagues, and stakeholders, explaining technical information in a way that is easy to understand and building rapport to foster positive relationships.
Problem‑Solving and Analytical Skills: Approaches challenges with a logical and analytical mindset, effectively diagnosing issues, identifying causes, and implementing solutions to ensure efficient service delivery.
Adaptability and Flexibility: Thrives in a dynamic environment with varying tasks and support requests, demonstrating adaptability to changing priorities and the ability to manage multiple issues concurrently.
Teamwork and Collaboration: Works effectively as part of a team, collaborating with colleagues across different departments and service areas to achieve shared goals and provide comprehensive support to clients.
Continuous Learning: Stays abreast of industry trends, new technologies, and best practices in technical services to enhance expertise and contribute to the continuous improvement of support offerings.
Paid time off (PTO)
Performance‑based bonuses
Grade 2 - 3
Application Process
Qualified candidates are encouraged to submit their resume and cover letter to the Finance and Administration Director at the address below no later than February 26, 2025.
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