Tier 1 Tech Support Engineer - Hardware & Software

Teguar Corporation; Charlotte (NC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Bonus plans

401K matching

HRA (medical, dental, vision)

Gym membership reimbursement

Paid holidays and PTO

Birthday and volunteer PTO

Culture Committee program

Employee referral bonus

Modern office with free drinks and sn

Job summary

Teguar Corporation is seeking a motivated Tier 1 Technical Support Technician in Charlotte, NC. In this full-time role you will resolve basic hardware and software issues, provide driver and warranty support, and communicate with customers via email, phone, and live chat.

You will document cases in Teguar’s ticketing system and ERP, escalate complex problems, and collaborate with other teams while learning about our products and markets.

Qualifications

• Associates Degree (AA) from a two-year College or Technical School (or equivalent) and 1 year experience in a technical role.
• Excellent written, verbal communication and customer facing skills
• Excellent analytical and troubleshooting skills - hardware and software
• Basic knowledge of Windows, Linux and Android.
• Ability to use Microsoft Word, Excel and Outlook
• Read and understand user manuals and SOPs
• Use common hand tools, testing tools, and mechanical equipment
• Eagerness to learn about our products and markets
• Self-starter with initiative; continuous skill expansion
• Ticketing system knowledge desired

Responsibilities

• Provides excellent level 1 customer support including driver support, warranty/RMA support, and basic hardware/software troubleshooting.
• Communicates with customers via email, phone and live chat.
• Maintains service and support records inside Teguar’s ticketing system and ERP.
• Escalates and collaborates with senior employees on advanced support cases.
• Assists other departments as needed.
• Develops and tests internal and external standard operating procedures.
• Performs other related duties as assigned by management.

Skills

Customer service

Troubleshooting

Windows

Linux

Android

MS Office

SOP/docs reading

Hardware basics

Tools usage

Ticketing system

Education

Associate degree or equivalent

Tools

ERP

Ticketing system

Job description

Teguar Corporation is seeking a motivated Tier 1 Technical Support Technician in Charlotte, NC. In this full-time role you will resolve basic hardware and software issues, provide driver and warranty support, and communicate with customers via email, phone, and live chat.

You will document cases in Teguar’s ticketing system and ERP, escalate complex problems, and collaborate with other teams while learning about our products and markets.