Technical Support Agent
About The Position
The Technical Support Specialist provides remote technical leadership and diagnostic expertise for field technicians performing onsite break/fix services and hardware restorations. This role is responsible for guiding the repair, replacement, and troubleshooting of critical IT infrastructure, including servers, POS systems, and network stacks. The Specialist utilizes video and photo validation alongside remote diagnostic tools to ensure hardware failures are resolved and all repairs meet exacting enterprise standards for physical installation and connectivity.
Requirements
- Extensive experience diagnosing and repairing rack-mounted servers, POS systems, and enterprise-grade printers.
- Deep understanding of structured cabling and the ability to guide field resources in proper cable management and terminations.
- Strong proficiency in identifying hardware-level network issues, including faulty ports, bad patches, and device-level configuration errors.
- Exceptional ability to provide clear, step-by-step verbal instructions to field resources in high-pressure "down-site" scenarios.
- Ability to identify secondary issues—such as loose connections, improper mounting, or environmental risks—through remote digital media (photos/video).
- 2+ years in hardware break/fix, wiring/cabling, or as a field service technician/technical lead.
- 2+ years of experience in a technical support center or remote hardware validation role.
- Ability to work various shifts (1st, 2nd, or 3rd) as required to support 24/7 nationwide break/fix operations.
- Ability to travel for initial training to master specific hardware standards and diagnostic protocols.
Responsibilities
- Serve as the primary technical resource for onsite technicians; provide real-time guidance to diagnose hardware failures and determine the necessary course of action for repair or replacement.
- Oversee the physical repair or swap-out of server components and Point of Sale (POS) terminals, ensuring proper power-up and return-to-service protocols.
- Lead the troubleshooting of localized network failures, port issues, and device connectivity to restore site operations.
- Guide the repair or replacement of printers and associated peripherals, ensuring full functional testing post-fix.
- Perform detailed inspections via video chat and high-resolution photos to confirm that all repairs are structurally sound, hardware is mounted correctly, and cables are dressed to professional standards.
- Validate that any cabling replaced or adjusted during a break/fix event is routed, dressed, and labeled according to original site standards.
- Manage the technical lifecycle of a service ticket, from initial onsite arrival and diagnosis to final documentation and site sign-off.
- Review and approve site deliverables through photographic evidence and video walkthroughs to ensure the technician has met all project requirements before departing.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
