(See final note regarding "minimally experienced" explanation)
Small break/fix computer repair shop, retailer and managed service provider is seeking an experienced hardware and software support technician with a customer service-oriented manner to provide support and repair both in-shop and on-site for our customers. Position is part-time to start (approx. 15-25 hours/week), and depending on technician's ability to close service tickets, these hours can increase. As our business grows we want our employees to grow with us.
Roles & Responsibilities:
- Handle customer inquiries and triage problems reported (via phone calls, emailed support tickets, and social media/website leads) and work to determine a resolution plan with our customers.
- Answering phones, replying to emails, and attending customers in front of store, including Point-of-sale operation and answering questions about retail printer supply items (training provided)
- Perform hands-on and remote support for software and hardware troubleshooting, installation, configuration and in some cases simply tutorials for proper operation of basic software such as web browsers, Microsoft Office (or other office suites), Windows/MacOS/Linux operating systems, and drivers and device software (such as printers).
- Perform hands-on hardware repairs, troubleshooting, upgrades and maintenance.
- Perform basic wireless and LAN network setup/configuration or troubleshooting.
- On-site service will be performed within our Northampton-based service area and some travel may be necessary for certain service calls.
Skills & Experience:
- Some customer service or service-oriented sales experience or skill
- At least 1-2 years of experience (negotiable and willing to train) with computer hardware and software and network configuration and maintenance, including:
o Basic Troubleshooting and diagnostic skill: The ability and experience to isolate a problem with a specific hardware or software cause on their own, without assistance or guidance (though Googling/web searching is allowed and highly encouraged