Service Desk Support Technician
About the position As a Service Desk Support Technician, you will serve as a technical support technician and the local, hands-on technical presence at our client’s South Carolina facility with potential travel to ot. This role works directly and continuously with Awecomm’s centralized Support Team to ensure all onsite technical needs are addressed promptly, consistently, and in alignment with Awecomm’s processes. The ideal candidate is comfortable working in a hybrid role with requirements to commute to an onsite environment. The ideal candidate is proactive, customer focused, and comfortable supporting a fast-moving manufacturing environment with critical systems such as ERP/EDI, production equipment, network infrastructure, and workstation environments. Some key activities in this role with include:
Responsibilities
- Provide exceptional customer service to clients
- Troubleshoot and resolve technical issues related to Windows OS, Android/iOS Devices, and other network/infrastructure components
- Organize, track, and prioritize workload to exceed client expectations
- Effectively capture technical issues and document in case tracking system
- Assist Senior Network Engineers to resolve complex issues and maintain data center technologies
- Take on learning new technologies and develop in specific areas of your defined Subject Matter Expertise (SME)
- Follow procedural documentation to setup and provision a variety of different technologies
- Act as the primary onsite extension of Awecomm Support, collaborating daily to resolve issues escalated from the service desk.
- Provide real-time visibility into onsite conditions, hardware status, and user needs so Awecomm teams can act quickly and accurately.
- Ensure onsite tasks, hands-on troubleshooting, and physical interventions (e.g., equipment resets, inspections, cabling) are completed in coordination with Awecomm guidance.
- Deliver in person support when directed by Awecomm Support for workstation issues, account access, device troubleshooting, and application assistance.
- Maintain onsite hardware inventories and ensure accurate tracking for Awecomm asset management.
- Assist with onsite network equipment under the direction of Awecomm engineers (switches, firewalls, APs).
- Assist with onsite support needs related to ERP/EDI systems (CMS, AX, BMW workflows) under the direction of internal application leads and Awecomm technical resources.
- On-call rotation
Requirements
- Demonstrated passion for technology and client service
- Excellent communication and writing skills
- Proven ability to provide exceptional client service
- Proven ability to know limits and seek assistance
- Consistent track record of demonstrated ambition with successful results
- Effective decision-making skills
- Excellent problem-solving skills
- Ability and passion to continuously learn new technologies in a fast-paced environment
- Education and experience demonstrate a track record of success – 2+ years’ experience in a technical support role, preferably onsite
- Associates Degree or experience in a related field
- Technical skills within the following but not limited to:
- Windows OS
- iOS and Android Mobile Devices
- Office applications: Outlook, Word, Excel, etc.
- Laptop and Desktop Hardware troubleshooting
- Active Directory
- Email setup and troubleshooting
- Network troubleshooting (TCP/IP, Switches, Basic troubleshooting methods)
- Printer install and troubleshooting
- Workstation imaging and prep for deployments
- Badge systems and/or industrial devices
Benefits
- Competitive pay and benefits, including 401k Plan with company match
- Team recognition program – earn points toward swag, gift cards, & more
- Profit sharing plan – we all share in our collective success
- Career advancement with free career development
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