Technical Support Technician (Customer Repair)

About the role

We are looking for a Technical Support Technician to provide 24x7 OEM equipment repair and technical assistance for enterprise servers, point‑of‑sale (POS) systems and network infrastructure. The role involves remote troubleshooting, incident triage and collaboration with field engineers to restore service quickly.

Key responsibilities

• Review OEM system logs, configurations and network technologies to identify failures or security breaches.
• Perform technical triage for retail customer incidents and provide remote guidance to onsite technicians.
• Create and execute Plans of Action (POA) to repair hardware and restore service.
• Maintain accurate incident records, manage tickets and ensure SLA compliance.
• Escalate complex issues between L2 and L3 support teams following IT escalation procedures.
• Collaborate with service management, sales and parts logistics to replace faulty hardware.
• Provide timely service updates and clear communication to internal and external customers.

Required profile

• Strong troubleshooting mindset with ability to follow systematic OEM repair procedures.
• Experience working in a 24x7 support environment and handling high‑volume tickets.
• Excellent written communication skills for clear service updates.
• Ability to work collaboratively across technical, sales and logistics teams.

Required skills

• OEM equipment repair
• Point‑of‑Sale (POS) hardware knowledge
• Network infrastructure troubleshooting
• System log analysis
• Remote troubleshooting and guidance
• Ticketing system management (e.g., ServiceNow)
• Audio/Video hardware and software support