Enterprise Hardware Technician

Unicom Engineering Inc

Canton, MA, USA Remote

Full time

Sep 12

Full Job Description

SUMMARY:

This person provides telephone technical assistance to customers and partners, in both a queued environment and a periodic 24X7 paid on-call assistance rotation. This position is responsible for staying abreast of current technologies, industry trends and trade compliance rules, maintaining set minimum standards for call closures and resolution, and must be capable of maintaining a friendly and professional attitude in stressful situations. Some travel may be required for training or as an on-site technician should the need arise.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Answer phone calls and emails sent to Technical Support in a timely manner with resolution within specific guidelines
  • Provide outstanding technical and non-technical support
  • Maintain needed skills to handle technical questions that may come into our group from customers
  • Participate in the on-call rotation regularly
  • Accurate and complete entry of case records in our ticketing system.
  • Maintain a working knowledge of our customers and their specific needs
  • Assist other Technical Support Personnel with various issues and work with internal and external resources to resolve issues that exceed the capacity of the team to resolve
  • RMA and replace equipment after troubleshooting if required
  • Manage onsite dispatches and depot shipments through our partners
  • Know and follow the severity and escalation rules documented in the Global Support Playbook (595-1269-00)
  • Learn about Company’s business as appropriate. Show up to work on time and attend work as scheduled
  • All other duties as requested by supervisor or department head


EDUCATION & EXPERIENCE

  • Associates degree in computer related field or equivalent experience
  • 2 years in industry and 1 year in contact center (contact center experience can be replaced with one year supporting customers in a field environment at the hiring manager’s discretion)
  • 1 year experience supporting or integrating server or rackmount hardware
  • Good interpersonal and communication skills.
  • Must be extremely self-sufficient and able to work and remain alert for long periods of time with minimal interaction
  • Strong background in customer service, telephone support or direct customer interaction
  • Experience supporting or maintaining Intel based hardware
  • Ability to exercise good judgment applying troubleshooting techniques and logical analysis of complicated problems and systems to determine appropriate solutions to customer technical issues
  • Ability to work in a team environment meeting critical deadlines
  • Ability to follow all applicable Business Management System (BMS) processes

CORE COMPETENCIES

  • Ability to read, write and speak English
  • Ability to compose reports and correspondence
  • Excellent written and verbal communication skills
  • Knowledge of basis addition, subtraction, division and multiplication of numbers is required
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Know and follow established company core values


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