Support Technician

• Inspect, diagnose, and provide hands-on repair and maintenance to our products
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems
• Fields incoming help requests from customers and documents all contact information
• Builds rapport and draw out problem details from customers
• Prioritizes and schedules service for issues/problems reported by customers. Escalates issues when required
• Records, tracks, and documents the problem-solving process, all decisions made, and actions taken through to the final resolution
• Applies diagnostic utilities to aid in troubleshooting
• Tests fixes to ensure the problem has been resolved
• Follow up on post resolutions 
• Performs hands-on fixes at the bench level, including setting up and configuring printers, evaluating returned items, testing printers for functionality, and working with files and associated items
• Develops help sheets and knowledge base articles for internal and external users
• Accesses software updates, drivers, knowledge bases, and frequently asked questions and resources

Experience

• 2 years experience in Computing-related Hardware Support and Repair
• Knowledge of basic electricity/electronics, mechanics, test equipment such as oscilloscopes, voltmeters, and line analyzers as well as basic computer hardware
• Strong documentation skills
• Must have or be able to obtain a passport