Senior Product Support Engineer providing advanced technical support for data infrastructure products. Collaborating with engineering teams to resolve customer escalations and improve platform performance.
About the role
- Deskside Support Technician providing Tier 1 technical support for IT issues at a client site. Troubleshooting hardware and connectivity issues for staff Windows laptops and student Chromebooks.
Responsibilities
- Provide on-site Tier 1 technical support for staff devices including Windows laptops and Chromebooks.
- Troubleshoot basic networking issues such as wireless connectivity problems.
- Identify and resolve issues caused by toggled wireless switches (e.g., F-key toggles on devices).
- Perform visual inspections and quick fixes that are difficult to resolve remotely.
- Assist users (primarily teachers and staff) with device-related issues in a timely and empathetic manner.
- Escalate hardware failures or complex issues to higher-tier support when necessary.
- Maintain awareness of common recurring issues and proactively address them.
- Collaborate with remote support teams to ensure continuity of service.
Requirements
- Basic understanding of networking concepts and troubleshooting (e.g., Wi-Fi connectivity, device settings).
- Familiarity with Windows and Chrome OS environments.
- Ability to identify and resolve simple hardware and software issues.
- Strong communication skills and patience when working with non-technical users.
- Ability to work independently and manage time effectively during on-site hours.
- Previous experience in a help desk or deskside support role preferred but not required.
- Ability to complete Virtus/Safe Environment Training required.
- Ability to pass background check and drug screen.
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