Service Desk Technician

ZT Systems•Secaucus, NJ

About The Position

The Service Desk Technician will perform remote diagnostics with key customers to determine root cause and resolve enterprise system issues. They will remotely troubleshoot hardware and firmware, install system software and run diagnostics. As the first support contact with our customers, they will represent ZT and be responsible for ensuring an excellent customer experience.

Requirements

Fundamental understanding of Server architecture and components (CPU, power supply, memory, graphics cards, flash memory, etc.)
Hands on experience with enterprise hardware troubleshooting / break fix / upgrades
Ability to remotely diagnose and root cause enterprise system failure
Ability to use custom Linux and Windows-based diagnostic/test programs
Networking experience (cabling switches, fiber, port configurations, and VLAN)
Understanding of hardware and software interactions; able to apply this understanding to resolve issues
Analytical problem solving
Strong oral and written communication skills
Proactive, positive, deliberate, and focused thinking
Associates Degree in IT, Computer Science or Electronics, Certificate of Completion of Technical School (A+, Network+, Server+, etc.), or equivalent experience
2+ years of experience in hardware testing and break fix
2+ years of experience operating in an IT remote support environment
Some travel may be required
The ability to lift up to 50 pounds when necessary
The ability to safely climb ladders when necessary
The ability to wear personal protective gear correctly when necessary
The ability to stand and walk throughout the facility for extended periods without loss or reduction of productivity
The ability to (i) use their hands to handle, control, or feel objects, tools or controls, (ii) make quick, precise adjustments to machine controls, (iii) bend or twist their body and (iv) repeat movements for extended periods without loss or reduction of productivity

Responsibilities

Remote troubleshooting
Experience in reading and interpreting enterprise log files
BIOS and Flash ROM updates
Installation of new application software
Produce detailed test and failure analysis reports
Support other teams within the engineering department as needed
Maintain customer tickets within their case management system
Process customer replacement parts and/or systems
Identify opportunities for improvement
Provide ongoing feedback and guidance
Own the customer experience and drive initiatives for improvement

Benefits

Competitive base salary
Performance-based annual bonus eligibility
401(k) retirement savings plan
Tuition reimbursement for eligible education programs
Comprehensive medical, dental, and vision coverage with access to leading providers
Mental health resources and employee wellness support programs-
Company-paid life and disability insurance
Paid time off (PTO) and company-paid holidays
Parental leave and family care support programs
Structured training programs and on-the-job learning opportunities
Matching gifts and volunteer programs to support causes you care about