Implementation and Support Technician - Sterling Card Solutions

Job Overview

The Implementation and Support Technician is responsible for ensuring the smooth installation, configuration, and ongoing support of company products and systems for both employee and clients. The role involves interacting with clients, providing technical support, troubleshooting issues, and implementing solutions to ensure optimal performance. This position requires strong technical expertise, excellent communication skills, and the ability to work both independently and as part of a team.

Key Responsibilities

1. Implementation & Installation
   • Configure and install software, hardware, and systems
   • Conduct initial setup and testing of systems to ensure they function properly.
   • Collaborate with employees and clients to understand project requirements.
   • Ensure smooth delivery of projects within deadlines.
2. Client Support
   • Provide on-site or remote technical support during and after the implementation phase.
   • Troubleshoot and resolve hardware, software, and network-related issues.
   • Serve as the first point of contact for technical issues.
3. Training & Documentation
   • Provide training to end-users on how to use the implemented systems and tools.
   • Create and maintain detailed documentation for implementations, configurations, and support procedures.
   • Update clients and internal stakeholders on the progress of issues and solutions.
4. System Maintenance
   • Perform routine system updates and maintenance for clients to ensure continued functionality.
   • Monitor system performance and take proactive steps to prevent downtime.
   • Assist with system upgrades and enhancements.
5. Continuous Improvement
   • Gather feedback from clients to improve product functionality and performance.
   • Identify opportunities to improve support processes and documentation.
   • Stay up-to-date with the latest technology trends and products to provide the best support possible.

Qualifications and Skills

• Experience:
  • 2-4 years of experience in technical support, system implementation, or a similar role.
  • Hands-on experience with hardware and software installation, troubleshooting, and support.
• Technical Skills:
  • Proficiency in system administration, networking, and hardware setup.
  • Strong understanding of Windows, Linux, or macOS operating systems.
  • Familiarity with networking concepts (TCP/IP, DNS, DHCP) and troubleshooting.
  • Experience with cloud-based services (e.g., AWS, Azure) is a plus.
• Soft Skills:
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving and analytical abilities.
  • Ability to manage time efficiently and handle multiple tasks simultaneously.
  • Customer-focused attitude with a commitment to providing exceptional service.