Responsibilities:

• Learns and follows standard conventions for hardware and software installation, problem diagnosis, and problem resolution.
• PC Management, Print Management, Cashless Payment Systems, and Hardware product lines.
• Provide technical support over the phone using remote access software as well as on-site support.
• Provide on-call technical support. Must be able to troubleshoot problems over the phone with customers.
• Communicate with Manufacturers and QA on field issues and provide feedback on new products.
• Communicate with customers via phone and email
• Provide technical counsel and training to customers
• Determines parts, supplies, or tools needed to complete service requests.
• Relays any special problems to service management following each call.
• Uses, maintains, and secures test devices and tools used to adjust, calibrate, and repair equipment.
• Completes all required paperwork and reports (time sheets, service orders, forms, inventory, expense reports, daily project reports, service call reports, and equipment-related items).
• Returns defective assemblies or parts to the main office and labels items.