What are the responsibilities and job description for the Technical Support Specialist position at BCforward?
Job Description
We are seeking a Field Technical Support Consultant I to join our team onsite in Cincinnati, OH. The role applies foundational technical knowledge to monitor systems, detect performance issues, and resolve routine incidents using established protocols. The consultant engages with customers, supports device functionality, and executes scripted change activities while adhering to incident, change, and problem management processes.
Responsibilities:
Operate assigned technology areas with limited risk and complexity and integrate business understanding to create solutions.
Monitor systems to detect performance issues and resolve in-scope technical incidents independently; collaborate on complex issues.
Conduct routine installations and configurations and assemble and integrate systems per standard protocols.
Apply HP solutions to meet moderately complex customer needs within the area of responsibility.
Participate in customer expectation management and escalation processes; set expectations within defined parameters.
Execute approved scripted change management activities and adhere to incident, change, and problem management processes.
Maintain production goals and meet contract-required response times while ensuring data confidentiality.
Identify incident trends for timely escalation and contribute recommendations supporting team objectives.
Onsite Administrator (Print) – OSA Level II Duties:
Manage consumable inventory and ensure adequate supplies at customer sites.
Replace toner, consumables, and paper; clear paper jams.
Assist end users with device functionality and perform initial troubleshooting.
Coordinate with HP for software-branded support and report customer dissatisfaction to CSM/SDM.
Collect device usage pages as needed and swap devices with spares when required.
Required Skills & Qualifications:
Conceptual understanding of IT environments and basic knowledge of HP products and service offerings.
Ability to resolve routine technical incidents and follow standard operating procedures.
Effective communication with technical audiences and first-level management; active listening skills.
Problem-solving skills using proactive, reactive, and procedural approaches.
Education: High School Diploma/GED or higher, or equivalent experience.
Experience: Typically 2-5 years of related experience, preferably in maintenance or quality-related fields.
Salary : $20 - $23