Technical Support Agent Tier II

Satechi • San Diego, CA

50d • Onsite

About The Position

Satechi is seeking a dependable and technically skilled Technical Support Agent to join their Technical Support team in San Diego. This full-time, on-site role involves daily help desk operations, hardware and software troubleshooting, internal IT support, and employee onboarding and offboarding. The agent will work with a collaborative team, gain hands-on experience with cutting-edge connectivity hardware, and play a direct role in both customer experience and internal IT operations.

Requirements

• Associate's or bachelor's degree in IT or a related field — OR equivalent hands-on experience
• Experience in hardware troubleshooting, desktop support, and multi-display/docking configurations
• Background in ticket-based, phone, or chat support environments
• Strong documentation, communication, and problem-solving skills

Nice To Haves

• CompTIA A+ certification (or willingness to obtain)
• Zendesk or comparable CRM/ticketing platform experience
• MDM tool experience: Iru (formerly Kandji), JAMF, or Intune
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Familiarity with power delivery standards and display protocols
• Experience with AI highly preferred

Responsibilities

• Manage and resolve Zendesk tickets, inbound calls, and live chat with timely follow-through
• Troubleshoot hardware, software, USB-C, Thunderbolt, docking stations, hubs, and display connectivity issues
• Support customers with compatibility troubleshooting across Windows and macOS
• Apply structured troubleshooting methodology before approving replacements or returns
• Provide in-person support for employees across laptops, desktops, monitors, printers, and mobile devices
• Troubleshoot USB, USB-C, HDMI, DisplayPort, Ethernet, and power delivery configurations
• Perform system imaging, device configuration, equipment swaps, and workspace setup
• Deploy and configure equipment for new hires; provision user accounts, licenses, and role-based access
• Coordinate with HR to ensure Day 1 readiness for all new employees
• Collect and securely decommission equipment and disable accounts during offboarding
• Maintain accurate IT asset inventory and support device refresh cycles using Iru (formerly Kandji) or JAMF
• Test returned devices and validate USB-C, docking, and multi-display functionality
• Identify recurring product or usage patterns and document findings clearly
• Contribute to workflow improvements, system rollouts, and tooling enhancements

Benefits

• Competitive salary package with up to 10% end-of-the-year performance bonuses.
• Comprehensive benefits package including health, dental, and vision insurance, and 401k.
• Work environment promoting work-life balance.
• A dynamic, diverse, equitable and inclusive workplace culture with opportunities for professional growth.
• Full range of benefits outlined.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees