Technical Support Agent in Camp Hill, Pennsylvania at Essintial Enterprise Solutions LLC

Job Description: Technical Support Agent

Position Type: Multi-Shift (24/7 Operations Support)

Position Summary

The Technical Support Specialist provides remote technical leadership and diagnostic expertise for field technicians performing onsite break/fix services and hardware restorations. This role is responsible for guiding the repair, replacement, and troubleshooting of critical IT infrastructure, including servers, POS systems, and network stacks. The Specialist utilizes video and photo validation alongside remote diagnostic tools to ensure hardware failures are resolved and all repairs meet exacting enterprise standards for physical installation and connectivity.

Primary Responsibilities

• Remote Diagnostic Leadership: Serve as the primary technical resource for onsite technicians; provide real-time guidance to diagnose hardware failures and determine the necessary course of action for repair or replacement.
• Server & POS Restoration: Oversee the physical repair or swap-out of server components and Point of Sale (POS) terminals, ensuring proper power-up and return-to-service protocols.
• Network & Connectivity Repair: Lead the troubleshooting of localized network failures, port issues, and device connectivity to restore site operations.
• Printer & Peripheral Troubleshooting: Guide the repair or replacement of printers and associated peripherals, ensuring full functional testing post-fix.
• Visual Quality Assurance: Perform detailed inspections via video chat and high-resolution photos to confirm that all repairs are structurally sound, hardware is mounted correctly, and cables are dressed to professional standards.
• Cabling & Infrastructure Integrity: Validate that any cabling replaced or adjusted during a break/fix event is routed, dressed, and labeled according to original site standards.
• Incident Management: Manage the technical lifecycle of a service ticket, from initial onsite arrival and diagnosis to final documentation and site sign-off.
• Evidence-Based Sign-off: Review and approve site deliverables through photographic evidence and video walkthroughs to ensure the technician has met all project requirements before departing.

#EES25

Required Skills & Abilities

Hardware Break/Fix Expertise: Extensive experience diagnosing and repairing rack-mounted servers, POS systems, and enterprise-grade printers.

Infrastructure Knowledge: Deep understanding of structured cabling and the ability to guide field resources in proper cable management and terminations.

Network Troubleshooting: Strong proficiency in identifying hardware-level network issues, including faulty ports, bad patches, and device-level configuration errors.

Technical Instruction: Exceptional ability to provide clear, step-by-step verbal instructions to field resources in high-pressure "down-site" scenarios.

Visual Auditing: Ability to identify secondary issues—such as loose connections, improper mounting, or environmental risks—through remote digital media (photos/video).

Experience & Requirements

Professional Experience: 2+ years in hardware break/fix, wiring/cabling, or as a field service technician/technical lead.

Remote Support: 2+ years of experience in a technical support center or remote hardware validation role.

Shift Flexibility: Ability to work various shifts (1st, 2nd, or 3rd) as required to support 24/7 nationwide break/fix operations.

Travel: Ability to travel for initial training to master specific hardware standards and diagnostic protocols.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.