NOC Tech Support Agent Level 1; Fort Mill, SC

Job Details

Hours of Work: 10:30 a.m. to 7:00 p.m. EST (with possible rotating shift from 12:30 p.m. to 9:00 p.m.)

Location: Fort Mill, SC, USA

The primary purpose of this position is to provide Level 1 OEM Software & Hardware Support for Digital LED sign customers.

• Respond to customer email requests and log activity in the Service Ticketing system.
• Use proprietary MRI software tools for sign configuration and portal monitoring to detect and diagnose issues and update customers via the Ticketing system.
• Provide remote support to MRI and third‑party installers on the installation and commissioning of new MRI systems.
• Handle escalated service cases from NOC technical support agents, resolve Level 1 issues, and drive cases to resolution.
• Escalate customer inquiries to engineering level support when required, providing a full debrief on the issue.
• Provide telephone support to customers related to LED display operation.
• Provide telephone support for setting up and maintaining wired, cellular, and Wi‑Fi networks, including configuring networks.
• Input service call information into the ticketing system to log customer information, actions taken, and required next steps; enter data into drop‑down fields to facilitate service and product performance gathering.
• Assist the Field Services team remotely or by onsite visits to address escalated issues that could not be resolved remotely.
• Ensure accuracy in field service reports upon case completion, logging case resolution, time, and materials used.
• Help the NOC scheduling technician optimize field service technicians’ daily schedules.
• If required, travel within Canada to commission newly installed digital displays, with at most one week’s notice.
• Create a positive customer experience while meeting company standards for quality of work, compliance with policies, procedures, and legal requirements.
• Participate in all health and safety processes and initiatives to ensure a safe workplace.
• Answer and complete all service calls to customer satisfaction in a timely manner.
• Proactively follow up on service calls and keep customers updated on ticket status.
• Ensure all pertinent information is entered into service tickets to facilitate performance and product data collection.
• Be prepared to take escalation calls after hours or on weekends.
• Work collaboratively with team members and leadership.
• Other responsibilities and duties as assigned.

Academic Training: Technical college and A+ certification an asset.

• 2+ years’ experience in desktop support providing similar technical responsibilities.
• Exceptional written and verbal communication skills with a real desire to help customers and create a positive customer experience.
• Solid understanding of networking.
• Ability to work professionally with outside service providers.
• Positive “enjoy life” attitude; strong team player with excellent problem‑solving and conflict‑solving skills; resourceful.
• Commitment to product quality and delivery deadlines based on cost and time constraints.
• Exemplary organization and time‑management skills; excellent multitasking ability.
• Occasional requirement of travel within Canada to commission newly installed digital displays.