We are seeking an Electronics Systems Support Technician who will provide technical support to customer by troubleshooting and diagnosing hardware/software issues. This role will also participate in an assigned on-call rotation to provide technical assistance outside of regular business hours as needed.
Essential Functions:
include the following. Serves as the primary point of contact for customers seeking technical assistance with digital surveillance and audiovisual systems Responds to customer inquiries via telephone and email, providing timely assistance and follow-up as needed Troubleshoots, diagnoses, and resolves technical hardware and software issues
Job Functions:
include the following. Other duties may be assigned. Collaborates with cross-functional departments to support a consistent, high-quality customer service experience Maintains detailed documentation of customer issues, troubleshooting steps, and resolutions to ensure accurate and complete records Identifies opportunities for process improvement and provide recommendations to enhance service quality, efficiency, and customer satisfaction Demonstrates a foundational understanding of computer hardware and software, including operating systems, diagnostic tools, troubleshooting utilities, and mobile-based electronic equipment that interfaces with computer systems Maintains a commitment to continuous learning to stay current with evolving technologies, products, and technical support practices Demonstrates patience, empathy, and effective communication when assisting customers, adapting communication style and technical explanations to meet each customer's level of understanding Supervisory Responsibility This position does not have supervisory responsibility. Required Education and Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. High school diploma or equivalent required, postsecondary education in information technology, electronics, or a related field preferred Basic proficiency with Microsoft Office applications Demonstrated technical aptitude and foundational knowledge of electronic systems, equipment, and troubleshooting principles Familiarity with computer networking and software diagnostic tools preferred Prior experience in an IT help desk or technical support role preferred. Equivalent relevant education and customer service experience may also be considered Experience building computers, working with robotics, or similar hands-on technical projects preferred Strong analytical, critical-thinking, and problem-solving skills Ability to read, interpret, and apply technical documentation, schematics, and system drawings Strong attention to detail, quality, and customer service Ability to work independently and collaboratively as part of a team Effective written and verbal communication skills, including the ability to explain technical information clearly to customers with varying levels of technical knowledge Travel This position does not require travel. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This role requires no unusual physical demands. It may require the frequent use of hands and fingers to operate a computer, keyboard, telephone, and other standard office equipment. The employee may occasionally be required to lift, carry, or move materials or equipment weighing up to 50lbs. Work is performed in a combination of a typical office setting and a manufacturing/warehouse environment. REI upholds the highest standards of ethical recruitment, fostering a transparent, inclusive, and respectful hiring experience for all candidates. Our commitment to ethical recruitment is rooted in REI principles of fairness, integrity, and equal opportunity.
