Helpdesk Technician
Helpdesk Technician
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1 Vacancy
Job Description
As a Help Desk Technician at RSS Technology Solutions youll be on the front lines of our customer support experienceproviding prompt thoughtful and technically sound assistance to ensure our clients receive exceptional service beyond the installation phase. Whether its troubleshooting hardware/software issues assisting via phone or remote sessions or working with teammates to solve complex problems your support helps keep our customers running smoothly and confidently.
This role is part of our Help Desk team and requires strong communication skills technical aptitude and a genuine passion for helping others. Youll also participate in our oncall rotation and support various preinstallation and product testing tasks helping to drive continuous improvement in both customer experience and product quality.
Key Responsibilities:
- Provide responsive empathetic technical support via phone email and remote access tools.
- Troubleshoot hardware software and network issues in live environment.
- Participate in afterhours oncall rotation for emergency support.
- Conduct equipment staging setup and testing ahead of field installation.
- Document all customer interactions and resolutions accurately and promptly.
- Assist with product testing evaluation and feedback for internal teams.
- Maintain and update custom databases and client configurations.
- Work collaboratively with team members to foster a learning and supportive environment.
- Ensure all communications reflect professionalism and company values.
Desired Attributes:
- Empathetic communicator who prioritizes customer needs.
- Calm under pressure especially in highstress situations.
- Naturally curious and eager to learn new technologies.
- Teamoriented with a supportive and collaborative mindset.
- Organized and detailoriented in all aspects of work.
- Proactive and selfmotivated with a strong work ethic.
- Adaptable to shifting priorities and fastpaced environments.
- Positive attitude with a willingness to go the extra mile.
Qualifications:
- Minimum 1 year of technical support experience in an enduser or help desk environment.
- Familiarity with hardware/software troubleshooting and remote support tools.
- Understanding of basic networking principles (e.g. IP addressing routers switches).
- Experience with POS systems; FocusPOS or Gold Certification is a strong plus.
- Proficient in Windows OS Microsoft Office Suite and remote desktop platforms.
- Comfortable managing and updating technical documentation and support tickets.
- Previous restaurant or hospitality experience (preferred not required).
- Participation in an afterhours support rotation or similar oncall structure.
- Ability to assist in preinstallation setup and staging of IT equipment.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
- A supportive and collaborative work environment.
- Recognition for exceptional performance.
RSS Technology Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join us at RSS Technology Solutions and become a valued member of a team where your technical expertise is recognized and rewarded!
Employment Type
Full Time
