Remote Technical Support Specialist

Job Description

At Novatech, we are on a mission to provide exceptional customer service in the business solutions industry. From managed print and managed IT to cybersecurity and cloud solutions, Novatech helps increase profits by empowering businesses to increase productivity, lower costs, and drive growth through expert guidance and support of cutting-edge technology.

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Imagine working for a company that rewards innovation, teamwork, and growth. Novatech has been honored as an industry leader, a "Best and Brightest Company to Work For," and we just keep getting better. Bring your talents to Novatech and immerse yourself in a company that provides great benefits, professional development, and a passionate team of co-workers.

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Novatech has an exciting opportunity for you as a Remote Copier Support Specialist .

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Your Job

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• Serve as the primary remote technical resource for troubleshooting and resolving copier, MFP, printer, scanning, and document workflow issues.
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• Perform remote break-fix diagnostics on customer equipment to identify root causes and restore device functionality.
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• Analyze machine error codes, service logs, network settings, firmware issues, and print-related problems.
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• Provide advanced remote support to field technicians, service teams, and customers for complex technical issues.
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• Resolve connectivity issues involving printing, scanning, device authentication, SMB, email scanning, and network communication.
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• Guide customers through troubleshooting procedures and corrective actions via phone, email, and remote access tools.
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• Escalate unresolved hardware issues to field service technicians with detailed diagnostic documentation.
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• Maintain accurate case notes, service records, and resolution documentation within company systems.
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• Collaborate with manufacturer technical support teams when advanced assistance is required.
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• Ensure a high level of customer satisfaction through timely issue resolution and professional communication.
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You Bring to Novatech

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• 3+ years of copier, MFP, printer, or document imaging equipment troubleshooting and repair experience.
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• Experience supporting office technology brands such as Canon, Ricoh, Konica Minolta, Sharp, Kyocera, Lexmark, Xerox, Toshiba, or HP .
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• Strong remote troubleshooting and break-fix diagnostic skills.
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• Ability to interpret copier service codes, technical manuals, and diagnostic information.
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• Working knowledge of print management, scanning workflows, and document imaging solutions.
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• Experience with remote support tools and remote device management platforms.
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• Knowledge of TCP/IP, DHCP, DNS, SMTP, SMB, network printing, scan-to-email, and scan-to-folder configurations.
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• Strong customer service, communication, and problem-solving skills.
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• Ability to manage multiple priorities and work independently in a fast-paced environment.
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• Experience supporting both Microsoft Windows and macOS environments.
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Preferred Qualifications

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• Manufacturer certifications from Canon, Ricoh, Konica Minolta, Sharp, Xerox, Kyocera, Toshiba, HP, or Lexmark .
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• CompTIA A+, Network+, or equivalent technical certifications.
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• Previous experience in a copier dealership, managed print services (MPS), or field service environment.
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• Advanced knowledge of print servers, Active Directory, and network troubleshooting.
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Novatech provides competitive compensation, great benefits, a positive upbeat culture, and ongoing professional development for your career.

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• Market competitive salary based upon experience.
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• Comprehensive benefit package including medical, prescription, dental, vision, life insurance, and other supplemental coverage.
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• 401(k) plan with matching company contribution.
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• Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays, and Parental Leave.
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• $300 per year to contribute toward achieving your personal wellness and fitness goals.
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• Employee Recognition Programs.
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Novatech, Inc. provides equal employment opportunities (EEO) to all employees and applicants. We consider qualified applicants for employment regardless of race, color, religion, creed, national origin, sex, pregnancy, sexual orientation, gender identification, disability, alienage or citizenship status, marital status, genetic information, veteran status, or any other characteristic protected under applicable law.