Hardware Support Technician

JOB SUMMARY / DESCRIPTION

The Hardware Support Technician is responsible for installing hardware equipment, troubleshooting, and resolving a broad range of hardware issues using remote support, documenting tickets, and identifying bugs.

RESPONSIBILITIES

• Processes and manages Hardware Support tickets in alignment with ECRS policies and standards.

• Remotely installs all hardware and related software sent out for warranty replacements and for replacements.

• Coordinates with customers and third-party support providers to remotely support hardware installation and troubleshooting.

• Coordinates onsite installation services with third-party providers.

• Communicates with customers and other teams/departments on time frames and delivery expectations.

• Recovers ECRS database files as needed and where possible.

• Uses the ECRS Accounting software to complete replacement orders and return authorizations.

• Confirms or corrects customer hardware information in the ECRS ticketing system.

• Uses manufacturer diagnostic and installation programs to resolve issues or complete installations.

• This position requires one shift from 10AM to 7PM each week.

• This position requires one on-call weekend each month.

QUALIFICATIONS

• Four-year degree or equivalent experience in a related industry preferred.

• Six months work experience with some, or all qualifications listed.

• Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+

• Working knowledge and understanding of LAN/WAN networks.

• Basic understanding of a retail environment & operations.

• Basic understanding of accounting principles.

• Experience with PC hardware/software repair and correction.

• Self-motivated and independent.

• Strong customer service skills.

• Root cause analysis and troubleshooting skills.

• Excellent verbal and written communication skills.

• Ability to create and follow step-by-step instructions.

• Strong personal desire to produce high quality work.

• Ability to manage multiple priorities with flexibility to meet changing needs.

• Strong understanding of timeline commitments and deliverables.

• Forward & out-of-the-box thinking capability.

• Optimistic and team building attitude.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity of a high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.