Help Desk Technician
About The Position
This person will work in a Product Support / Help Desk environment and will have the ability, through hardware and software, to troubleshoot problems in an office environment while the robot (The TUG) is operating in the field (Hospitals / Medical Centers / Manufacturing Facilities / Hotels). ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, STE Aethon, Inc. designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.
Requirements
- Must have at least an Associate’s Degree in an IT related field.
- Must be willing and able to troubleshoot, maintain, configure, and install both hardware and software.
- Must present self well, in a professional image, and have strong communication skills.
Nice To Haves
- Linux knowledge and /or experience is a plus
- Opportunity to travel to onsite to provide field service for Aethon equipment
Responsibilities
- Serve as the first point of contact for our Customer Service team, by means of automated alerts, phone calls, email, or electronic chat sessions, responding quickly and competently.
- Perform Customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems.
- Provide quick technical assistance and customer service support for incoming communications, followed by remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk customers through equipment familiarization, basic usage, and problem resolution, and be able to escalate issues appropriately when onsite service is required.
- Expected to prioritize and manage several open issues at one time, documenting the process and technical knowledge in our ticketing system.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
