NOC Tech Support Agent Level 1 (Fort Mill, SC)

Media Resources Inc.; Fort Mill (SC); On-site; USD 42,000 - 62,000; Full time

Job summary

Media Resources Inc. is seeking a Level 1 OEM Software & Hardware Support specialist to assist digital LED sign customers from Fort Mill, SC. You will respond to emails, log cases, and provide remote and telephone support while using MRI tools for configuration and monitoring.

The role includes field support coordination, data entry into tickets, and occasional travel to Canada for commissioning new displays. Strong communication, networking knowledge, and a customer-first attitude are essential.

Qualifications

• 2+ years’ experience in desktop support providing similar technical responsibilities.
• Exceptional written and verbal communication skills.
• Solid understanding of networking.
• Ability to work professionally with outside service providers.
• Positive “enjoy life” attitude; strong team player with problem-solving and conflict-solving skills.
• Commitment to product quality and delivery deadlines.
• Exemplary organization and time-management skills; multitasking ability.
• Occasional travel within Canada to commission displays.

Responsibilities

• Respond to customer email requests and log activity in the Service Ticketing system.
• Use MRI software tools for sign configuration and portal monitoring to detect and diagnose issues and update customers.
• Provide remote support to MRI and third-party installers on installation and commissioning of MRI systems.
• Handle escalated service cases from NOC technical support, resolve Level 1 issues, and drive cases to resolution.
• Escalate customer inquiries to engineering level support with a full debrief.
• Provide telephone support related to LED display operation and network setup.
• Input service call information into the ticketing system and log customer data.
• Assist Field Services remotely or onsite to address escalated issues.
• Be prepared to take escalation calls after hours or on weekends.
• Travel within Canada to commission displays when required.

Skills

Desktop support

Networking

Customer service

Communication

Teamwork

Time management

Education

Technical college degree

A+ certification

Tools

MRI software tools

Service ticketing system

Job description

Job Details

Hours of Work: 10:30 a.m. to 7:00 p.m. EST (with possible rotating shift from 12:30 p.m. to 9:00 p.m.)

Location: Fort Mill, SC, USA

Summary

The primary purpose of this position is to provide Level 1 OEM Software & Hardware Support for Digital LED sign customers.

Responsibilities

• Respond to customer email requests and log activity in the Service Ticketing system.
• Use proprietary MRI software tools for sign configuration and portal monitoring to detect and diagnose issues and update customers via the Ticketing system.
• Provide remote support to MRI and third‑party installers on the installation and commissioning of new MRI systems.
• Handle escalated service cases from NOC technical support agents, resolve Level 1 issues, and drive cases to resolution.
• Escalate customer inquiries to engineering level support when required, providing a full debrief on the issue.
• Provide telephone support to customers related to LED display operation.
• Provide telephone support for setting up and maintaining wired, cellular, and Wi‑Fi networks, including configuring networks.
• Input service call information into the ticketing system to log customer information, actions taken, and required next steps; enter data into drop‑down fields to facilitate service and product performance gathering.
• Assist the Field Services team remotely or by onsite visits to address escalated issues that could not be resolved remotely.
• Ensure accuracy in field service reports upon case completion, logging case resolution, time, and materials used.
• Help the NOC scheduling technician optimize field service technicians’ daily schedules.
• If required, travel within Canada to commission newly installed digital displays, with at most one week’s notice.
• Create a positive customer experience while meeting company standards for quality of work, compliance with policies, procedures, and legal requirements.
• Participate in all health and safety processes and initiatives to ensure a safe workplace.
• Answer and complete all service calls to customer satisfaction in a timely manner.
• Proactively follow up on service calls and keep customers updated on ticket status.
• Ensure all pertinent information is entered into service tickets to facilitate performance and product data collection.
• Be prepared to take escalation calls after hours or on weekends.
• Work collaboratively with team members and leadership.
• Other responsibilities and duties as assigned.

Requirements / Qualifications

Academic Training: Technical college and A+ certification an asset.

• 2+ years’ experience in desktop support providing similar technical responsibilities.
• Exceptional written and verbal communication skills with a real desire to help customers and create a positive customer experience.
• Solid understanding of networking.
• Ability to work professionally with outside service providers.
• Positive “enjoy life” attitude; strong team player with excellent problem‑solving and conflict‑solving skills; resourceful.
• Commitment to product quality and delivery deadlines based on cost and time constraints.
• Exemplary organization and time‑management skills; excellent multitasking ability.
• Occasional requirement of travel within Canada to commission newly installed digital displays.