Customer Service Support Technician

• Support hardware systems for IOT devices, including servers, workstations, and peripherals.
• Answer and log incoming calls, emails, and tickets from customers promptly and professionally.
• Provide clear, concise, and courteous communication to assist customers in resolving technical issues.
• Identify and troubleshoot common problems related to the systems, software, and hardware.
• Diagnose and resolve Level 1 technical issues, such as system access, password resets, and basic configuration inquiries.
• Use established procedures and knowledge bases to guide customers to solutions.
• Document all troubleshooting steps and solutions for each case in the ticketing system.
• Escalate unresolved issues to Level 2 support or specialized technical teams, ensuring comprehensive case details are included.
• Follow up on escalated cases to ensure timely resolution and customer satisfaction
• Assist customers in understanding the functionality and features of the products.
• Offer guidance on best practices to optimize the use of the systems.
• Setup and baseline firmware and device configuration for individual client environments
• Release management for Firmware and applications
• Ensure hardware compatibility and integration with existing systems.
• Perform regular maintenance and updates where required
• Troubleshoot hardware and configuration issues and coordinate repairs or replacements.
• Document hardware configurations and maintain artefact records.

• High school diploma or equivalent.
• Proficient in using ticketing systems and customer support tools.
• Exposure to ITSM principles
• Familiarity with basic networking, hardware interfacing, operating systems, and troubleshooting concepts.

RPR Trades