Hardware Support Engineer

Job Description

Responsibilities:

• Responsible for implementing part or all the technical solutions to the client, in accordance with an agreed technical design and following the Remote Technical Support processes
• Remote resolve technical issues from end user’s contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general
• Integration between different departments in the company to provide End to End professional complete solutions to the customers – customer service oriented
• Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely. Proper diagnosis and parts identification are key to ensuring proper handover to the FSE (Field Support Engineer)
• Provide ongoing ideas on improvement in the field of remote Engineering
• Integrate technical knowledge and business understanding to create solutions for customers

Requirements

• High School diploma/GED, College degree in a technical field – preferred
• Preferred: Minimum three (3) years of customer service
• Excellent verbal and written communication skills to interact with customers
• Experience in a customer-facing role (onsite support, remote support or similar) will be valued
• Advanced Software and hardware knowledge of computing, storage and peripheral devices
• Has sufficient depth and breadth of technical knowledge to be individually responsible for carrying out any remote technical support
• Understanding customer needs and setting the right priorities for each case
• Demonstrates the use of consulting skills including questioning, listening, development ideas
• Owns and produces customer documentation; Ability to translate technical details into concise and easy to follow steps
• Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue
• Ability to perform while under high-pressure situations
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan
• Able to communicate with internal management confidently and demonstrate professionalism

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