Service Manager
Schneider Packaging Equipment, A Pacteon Company
IT Helpdesk Support, Deskside
CEF
full-time
Posted on:
Location Type: Office
Location: Charlotte • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Provide day-to-day on-site IT support to CES employees at the Charlotte warehouse.
- Troubleshoot hardware and software issues for end users.
- Handle Tier 1 tickets via Freshservice and create tickets from calls and in-person requests.
- Manage shipping and receiving of IT equipment (laptops, monitors, peripherals) from onsite fulfillment center.
- Gather customer information, research symptoms, document steps taken, and follow up until resolution.
- Escalate issues to Level 2 technicians when needed and within time constraints.
- Perform network troubleshooting and walk customers through problem-solving processes.
- Follow established departmental standards and procedures and contribute to team efforts.
- Support customers both independently and collaboratively in a warehouse environment; some local travel to branches and headquarters may be required.
Requirements
- High school diploma or equivalent.
- Minimum of 1 year of hands-on experience in technical support, ideally deskside or onsite.
- Proven ability to troubleshoot and resolve technical issues while delivering excellent customer service to end users.
- Hardware and software troubleshooting skills.
- Network troubleshooting skills.
- Experience handling Tier 1 tickets (Freshservice mentioned).
- Ability to document troubleshooting steps and follow up until completion.
- Ability to escalate issues to Level 2 technicians within time constraints.
- Customer service focused; able to walk customers through problem-solving.
- Ability to work full-time or overtime if necessary.
- Some local travel required (up to 2 hours from Charlotte) and occasional travel to headquarters for meetings and training.
- Ability to lift and move items up to 50 pounds.
Benefits
- Competitive hourly pay.
- Medical, Dental, Vision Insurance.
- Paid Time Off and 7 paid Holidays.
- 401(k) company match program.
- Telehealth.
- Short-term and Long-term disability insurance.
- Basic and AD& D Life Insurance paid for by the company.
- Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
- Employee Assistance Program.
- Mental, physical, financial wellness programs.
- Auto and Home Insurance discount.
- Paid Pregnancy, Parental, and Adoption Leave programs.
- Employee Discount Program.
- Training Programs.
- Internal growth opportunities in a fast-growing company.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
hardware troubleshootingsoftware troubleshootingnetwork troubleshootingTier 1 supporttechnical supportcustomer service
Soft skills
problem-solvingcommunicationcollaborationtime managementcustomer focus
Certifications
high school diploma
