JOB TITLE: Hardware Support Technician
DEPARTMENT: Hardware Support
REPORTS TO: Hardware Support Manager
FLSA STATUS: Non-Exempt
JOB SUMMARY / DESCRIPTION:
The Hardware Support Technician is responsible for the receiving, updating, categorizing, and scheduling of ECRS Hardware Troubleshooting and Installation tickets/issues. The technician is highly professional, organized, empathetic, responsive, and receptive to feedback. The technician follows written instructions and provides feedback to the Hardware Quality Assurance technician who approves release for publishing. The Hardware Support technician aids in the creation of team specific documentation as experience dictates. Successful technicians will achieve the highest level available for their Team achievement matrix or show growth during each peer and manager review.
GOAL / OBJECTIVE OF ROLE:
The overall effective and efficient delivery of hardware related support to the satisfaction of ECRS's commitment while maintaining empathy, courtesy, and professionalism and meeting the customer's expectations as outlined in the Service Level Agreement (SLA) policy and as dictated by budgetary constraints.
Processes and manages Hardware Support tickets while meeting SLA policy.
Remotely installs all hardware and related software sent out for warranty replacements and for replacements.
Coordinates with customers and third-party support providers to remotely support hardware installation and troubleshooting.
Coordinates onsite installation services with third-party providers as dictated by the ECRS Gold Care Agreement.
Communicates with customers and other teams/departments on time frames and delivery expectations.
Repairs corrupt file systems and operating systems
Recovers ECRS database files as needed and where possible.
Uses the ECRS Accounting software to complete various replacement orders and return authorizations
Confirms or corrects customer hardware information in the ECRS ticketing system
Provides transparency, clarity, and early warning signs ("Red Flags") for key equipment problems and escalates them to Hardware Quality Assurance.
Gathers feedback for improved processes and installation.
Evaluates own work to ensure compliance with work instructions and industry standards.
Uses manufacturer diagnostic and installation programs to resolve issues or complete installations.
Creates internal and customer facing documentation for hardware installation and troubleshooting steps and escalates them to Hardware Quality Assurance for reproduction and final publishing.
Provides identification, prioritization, and resolution of customers' technical support issues.
Escalates ECRS and internal software issues to the applicable teams/departments.
Accurately logs time spent on issues/tickets.
Adapts to new job responsibilities.
Four-year degree or equivalent prior experience preferred
Technical certifications are a plus
PC and related equipment experience
Experience with PC hardware/software repair and correction
Working knowledge and understanding of LAN/WAN networks.
Self-motivated and independent
Strong customer service skills
Root cause analysis and troubleshooting skills.
Excellent verbal and written communication skills
Extremely strong organizational skills
Ability to create and follow step-by-step instructions
Strong personal desire to produce high quality work
Ability to manage multiple priorities with flexibility to meet changing needs
Strong understanding of time line commitments and deliverables
Forward & out-of-the-box thinking capability
Optimistic and team building attitude
ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.
ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.
ECRS is a no-mask requirement and no-vaccination requirement culture.
We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, gender identity, sexual orientation, disability, age, political affiliation, or national origin.