Technical Support Technician

This position is based on-site in Parsippany, NJ. Relocation assistance is not available for this role. MAIN FUNCTION Deliver technical support to end users, system builders, resellers, distributors, and business partners for PNY products through phone, email, chat, and support portal communications. Diagnose and resolve hardware, software, firmware, driver, and compatibility issues using established troubleshooting procedures and available diagnostic tools. Accurately document customer interactions, technical findings, troubleshooting performed, and case resolutions within the designated CRM/ticketing system. Process warranty and RMA requests in accordance with company policies and procedures. Provide clear technical guidance, product information, installation assistance, and best practices to customers. Escalate complex technical issues to Engineering, Quality, Product Management, or other internal departments when appropriate. Maintain a high level of customer satisfaction through professional communication, ownership of cases, and timely follow-up. Continuously develop technical knowledge of PNY products, industry technologies, and operating systems. Qualifications High school diploma or equivalent required; technical school or associate degree in Information Technology, Computer Science, Electronics, or related field preferred. Bachelor's degree in a related field is a plus. 1-2 years of technical support, help desk, PC repair, or related customer service experience preferred. Strong knowledge of PC hardware, Windows operating systems, BIOS/UEFI configuration, drivers, and peripheral devices. Familiarity with graphics cards, SSDs, memory modules, flash storage, or other computer hardware preferred. Strong troubleshooting and analytical skills. Excellent written and verbal communication skills. Ability to explain technical concepts to users with varying levels of technical expertise. Experience using CRM, ticketing, or case management systems preferred. Ability to prioritize multiple tasks in a fast-paced environment. Bilingual skills are a plus. Technical Competencies Microsoft Windows operating systems PC hardware assembly and troubleshooting BIOS/UEFI configuration Graphics drivers and software installation SSD, flash memory, and storage technologies #J-18808-Ljbffr