Support Technician - GMS

Support Technician

Solon, OH

Microplex Printware Corporation is looking for a full-time Support Technician to join our team out of our Solon, OH office. Microplex has been in business since 1998, servicing clients nationally and internationally. We are a close-knit team that believes in being family-friendly and having a work-life balance.

What can Microplex offer you?

• Competitive pay: $36,000 – $50,000 salary, offer based on experience
• All benefits start day 1:
  • Medical, Dental and Vision Insurance
  • PTO
  • Simple IRA with annual company contribution
  • Supplemental Insurance available

**This role may require minimal travel, including internationally. If you have concerns/questions, please bring this up during the interview process.**

The right candidate will have:

**This is not an IT role. The ideal candidate will be mechanically inclined to fix hardware issues, but also good with technology, electronics, etc.**

• 2 years’ experience in the Technical field or related field
• Associate degree in Technical or related field preferred
• Knowledge of basic electricity/electronics, mechanics, test equipment such as voltmeters, oscilloscopes, and line analyzers as well as basic computer hardware
• Strong documentation skills
• Must have or be able to obtain a passport.

Our Support Technician will:

• Evaluates documented resolutions and analyzes trends for ways to prevent future problems
• Fields incoming help requests from customers and documents all contact information
• Builds rapport and elicits problem details from customers
• Prioritizes and schedules service for issues/problems reported by customers. Escalates issues when required to the Support Manager
• Records, tracks, and documents the problem-solving process, all decisions made, and actions taken through to the final resolution
• Applies diagnostic utilities to aid in troubleshooting
• Tests fixes to ensure the problem has been resolved
• Performs post-resolution follow-ups
• Performs hands-on fixes at the bench level, including setting up and configuring printers, evaluating returned items, testing printers for functionality, and working with files and associated items
• Develops help sheets and knowledge base articles for internal and external users
• Accesses software updates, drivers, knowledge bases, and frequently asked questions and resources

Apply with an updated resume to join our team