We're seeking a skilled and dedicated Computer Hardware Technical Support Specialist. This position requires a deep understanding of computer components, peripherals, and diagnostic tools, as well as excellent communication and customer service skills.
Key Responsibilities:
- Provide technical support to customers via phone, email, or chat regarding hardware issues, installations, and troubleshooting.
- Diagnose and resolve hardware-related issues, including desktops, laptops, printers, network devices, and other peripherals.
- Perform system and hardware upgrades, installations, and replacements.
- Assist with the configuration of hardware components, ensuring compatibility with software and other system elements.
- Maintain and update documentation related to technical issues, resolutions, and system configurations.
- Guide customers through hardware troubleshooting steps, from initial diagnosis to resolution.
- Collaborate with cross-functional teams (such as software support, IT, and network teams) to resolve complex hardware problems.
- Provide preventive maintenance recommendations to ensure longevity and performance of hardware devices.
- Test, calibrate, and configure newly purchased hardware.
- Maintain up-to-date knowledge of computer hardware products and emerging technology trends.
- Escalate complex or unresolved technical issues to senior staff or management as needed.
- Ensure high levels of customer satisfaction through timely resolution and professional communication.
Qualifications:
- Proven experience in computer hardware support or technical troubleshooting.
- In-depth knowledge of computer hardware components (motherboards, CPUs, RAM, hard drives, printers, etc.).
- Experience with diagnostic tools and utilities for identifying hardware issues.
- Ability to troubleshoot and resolve hardware and peripheral problems.
- Basic understanding of operating systems (Windows, macOS, Linux) and how they interact with hardware.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Strong customer service skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently as well as in a team environment.
- A+ certification or equivalent technical certifications (preferred but not required).
- Ability to lift and move hardware components when necessary.
Preferred Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with networking hardware and setup.
- Familiarity with software tools used for hardware diagnostics (e.g., memtest, stress testing software).
- Certification in hardware-related fields (e.g., CompTIA A+, ITIL).
