PDS Limited · 4 hours ago
Technical Support Assistant
Pittsford, NY
Full-time
Hybrid
Entry Level
$25/hr - $30/hr
2+ years expPDS is seeking a Technical Support Engineer to join their team and provide top-tier support for customers using OnGuard, Netbox, and Elements Ecosystems. The role involves troubleshooting complex technical issues, interacting directly with customers, and collaborating with cross-functional teams to ensure timely resolution of issues while maintaining high standards of customer service.
Apparel & Fashion
Responsibilities
Respond to technical issues related to OnGuard, Netbox, and Elements Ecosystems via telephone, email, and web
Interface directly with customers to understand their issues, replicate configurations, and communicate action plans for resolution
Gather and document all necessary data for each support case, ensuring thorough case details are recorded
Troubleshoot, reproduce, and resolve technical issues, escalating to senior staff when necessary
Work with internal teams, including quality assurance, development engineers, and product teams, to resolve complex problems
Manage your schedule, prioritize cases, set expectations with customers, and adhere to SLAs
Assist with support verification projects for upcoming releases and hotfixes
Contribute content to the knowledge base and assist with process improvements
Stay up-to-date on product updates, technical workflows, and integrations
Qualification
Required
High School Diploma or GED
2+ years of experience in customer service or technical help desk roles
1+ year of experience resolving complex technical issues through research, log analysis, and troubleshooting
Preferred
Associate degree in computer science, IT, electronics, or related field
Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA
Advanced knowledge of SQL, Access Control systems, and related technologies
Strong communication skills and professional telephone manner
Ability to work independently, multitask, and manage a caseload effectively
Familiarity with Linux, virtualization (VirtualBox), networking concepts (TCP/IP, DNS, SSL), and Access Control components
Benefits
Medical
Dental
Vision
Life insurance
Short-term disability
Additional voluntary benefits
EAP program
Commuter benefits
401K plan
Paid Sick Leave
Holiday pay
Company
PDS Limited
PDS Limited is a global end-to-end sourcing and manufacturing platform serving the world’s leading brands and retailers.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Vikesh Jain
COO & CFO
Recent News
2025-08-24
Company data provided by crunchbase