Senior Technical Support Technician

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Full Time Senior Technician Parsippany, NJ, US 4 days ago Requisition ID: 1360 Salary Range: $53,700.00 To $63,700.00 Annually DUTIES AND RESPONSIBILITIES Provide advanced technical support and troubleshooting for PNY products through phone, email, webchat, and ticket-based support channels Handle daily frontline support responsibilities while consistently meeting departmental SLA, productivity, and customer service expectations Serve as a senior escalation resource for complex technical, compatibility, warranty, and RMA-related issues Manage customer escalations through resolution whenever possible to maintain customer confidence and prevent unnecessary transfers outside of Technical Support Lead ownership of support cases from initial intake through final resolution, ensuring accurate documentation and timely follow-up Assist with queue management, workload balancing, and maintenance of departmental operational standards Coordinate with Engineering, Quality Assurance, Product Management, Sales, and Operations teams regarding escalated technical issues, product concerns, and resolution efforts Identify recurring product issues, customer pain points, and process improvement opportunities and communicate findings to management Maintain strong working knowledge of current and new PNY products, technologies, warranty policies, and support procedures Utilize troubleshooting tools, diagnostics, AI‑assisted resources, and internal systems to efficiently analyze and resolve customer issues while maintaining technical accuracy and policy compliance Mentor and support technicians by providing technical guidance, escalation assistance, process training, and best‑practice recommendations Lead by example in professionalism, customer communication, attention to detail, ticket handling quality, and queue management practices Assist management with departmental initiatives, reporting, process improvements, and operational support as required Act as a departmental lead resource in the absence of management when necessary QUALIFICATIONS High school diploma or equivalent required; technical school, associate degree, or bachelor’s degree in Information Technology, Computer Science, or related field preferred 5+ years of technical support, PC hardware, or related industry experience preferred Advanced knowledge of PC hardware, graphics cards, SSDs, memory, workstation products, and operating systems Strong understanding of hardware diagnostics, system configuration, BIOS/firmware concepts, and driver troubleshooting Experience troubleshooting Windows-based systems; Linux knowledge preferred Excellent verbal and written communication skills Strong analytical, organizational, and problem-solving abilities Ability to manage high‑priority escalations and difficult customer interactions professionally Experience using CRM/ticketing systems and ERP platforms Ability to train and mentor technical staff Demonstrate ability to work independently and make sound technical decisions Ability to prioritize workload and manage multiple active cases in a fast‑paced support environment Strong understanding of customer service principles, warranty processes, and escalation management Ability to maintain professionalism and sound judgment under pressure Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. KEY RELATIONSHIPS Internal Technical Support staff Quality Assurance Product Management Sales and Field Engineering teams RMA and Operations teams End users, business customers, distributors, resellers, and system integrators #J-18808-Ljbffr PNY TECHNOLOGIES, INC.