PNY Technologies Inc is hiring an on-site Technical Support Technician in Parsippany-Troy Hills, NJ to help customers use and troubleshoot PNY products. In this role, you will respond to support requests across phone, email, chat, and the support portal, guiding users through hardware and software issues while keeping cases organized in the company’s CRM/ticketing system.
You will handle the full troubleshooting workflow, from initial diagnosis to resolution, including warranty and RMA processing when needed. The position also involves documenting findings, sharing clear technical guidance, and escalating complex problems to internal teams such as Engineering, Quality, and Product Management.
What you will do
- Provide technical assistance to end users, system builders, resellers, distributors, and business partners via phone, email, chat, and the support portal.
- Diagnose and resolve hardware, software, firmware, driver, and compatibility issues using established procedures and available diagnostic tools.
- Record customer interactions, technical findings, troubleshooting steps, and final outcomes in the designated CRM/ticketing system.
- Process warranty and RMA requests in line with company policies and procedures.
- Deliver clear technical direction, product information, installation support, and recommended best practices.
- Escalate complex or unresolved technical issues to Engineering, Quality, Product Management, or other internal departments as appropriate.
- Maintain customer satisfaction through professional communication, case ownership, and timely follow-up.
- Build ongoing product and technical expertise across PNY products, industry technologies, and operating systems.
- Troubleshoot installation and configuration problems for PNY products across approved communication channels.
- Analyze reported issues, determine corrective actions using documentation and testing procedures, and confirm final resolutions.
- Verify warranty eligibility by collecting required details such as proof of purchase, product information, and serial numbers.
- Educate customers on product features, installation, compatibility requirements, and warranty policies.
- Stay current with new PNY products and releases including firmware, drivers, and software.
- Support internal collaboration by working with Engineering, QA, Product Management, Sales, and other teams to resolve complex issues.
- Follow support procedures and quality standards, meet productivity and responsiveness expectations, and contribute to technical documentation and knowledge base resources.
- Participate in product testing, issue reproduction, and validation when requested.
- Perform other duties as assigned.
What you bring
- High school diploma or equivalent required; technical school or an 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 and Windows operating systems, including 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, including the ability to explain technical concepts to users with different technical backgrounds.
- Experience with CRM, ticketing, or case management systems preferred.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Bilingual skills are a plus.
Technologies you may work with
- Microsoft Windows operating systems
- BIOS/UEFI configuration
- Graphics driver and software installation
- SSD, flash memory, and storage technologies
- Basic networking concepts
- Diagnostic utilities and troubleshooting tools
- Microsoft Office applications
- CRM/ticket management software
Compensation and benefits
The base salary range for this position is $50,000.00 to $55,000.00 per year, with the exact salary depending on experience, skills, education, and budget.
- Medical, dental, vision
- Basic life and AD&D coverage
- Short- and long-term disability
- 401(k) retirement plan
- Annual discretionary salary increases and bonuses
- Paid company holidays
- Paid time off
- Access to company-paid training
- Tuition reimbursement
- 529 college savings plan
- Pet insurance
- Legal and ID theft coverage
- Other voluntary insurance plans
