About the role
Job SummaryThe Technical Support Agent will be responsible for providing both remote and on-site support & installation for hardware and software issues. Help Desk Duties- Respond to technical support requests via phone, email, or ticketing system.- Troubleshoot hardware, software, and networking issues remotely.- Log and track issues, ensuring timely resolution and customer satisfaction.Field Service Duties- Perform on-site installation, repair, and maintenance of equipment (e.g., loss prevention systems, security gates, footfall counters).- Coordinate with store managers or client representatives for site access, service visits and operational needs to ensure minimal disruption to their operations.- Document all field service activities and maintain service logs.
Education: Electronics/Information Technology or related field is preferred.- Experience: 3-5 years of experience in technical support and/or field service roles is a plus- Language: Good command of English written and spoken is a must.- Solid understanding of Windows operating systems and Microsoft Office.- Basic knowledge of networking concepts (LAN, WAN, TCP/IP) is a plus.- Ability to install and configure low current systems like Electronic Article Surveillance, footfall counters, or similar retail technologies is a plus.- Strong communication and interpersonal skills.- Customer-oriented attitude with a focus on problem solving.- Ability to work independently and under pressure.- Time management and prioritization skills.- Availability to respond to emergency service calls.
