Technical Support Agent

Essintial Enterprise Solutions LLC offers a remote, leadership-focused Technical Support Agent role that places you at the center of enterprise-grade repairs. You will guide field technicians performing onsite break/fix across servers, POS systems, and network infrastructure, using video and photo validation along with remote diagnostic tools to ensure every repair meets exacting enterprise standards. This position is based in Camp Hill, PA with remote work options, and pays USD 21 to 23 per hour. It operates on a multi-shift, 24/7 schedule and requires a minimum of 2 years of relevant experience.

Benefits

• Remote leadership role providing real-time technical guidance to onsite technicians.
• Competitive compensation at USD 21–23 per hour.
• Multi-shift, 24/7 operations to support diverse coverage needs.
• Hands-on exposure to enterprise IT hardware, including servers, POS terminals, printers, and network gear, with formal visual validation workflows.

Responsibilities

• Remote Diagnostic Leadership: act as the primary technical resource for onsite technicians, offering real-time guidance to diagnose hardware failures and determine repair or replacement actions.
• Server & POS Restoration: oversee physical repair or component swaps for servers and POS terminals, ensuring proper power-up and return-to-service procedures.
• Network & Connectivity Repair: lead troubleshooting of localized network failures, port issues, and device connectivity to restore site operations.
• Printer & Peripheral Troubleshooting: guide repair or replacement of printers and peripherals, verifying full functional testing after fixes.
• Visual Quality Assurance: conduct detailed inspections via video chat and high-resolution photos to confirm sound construction, proper hardware mounting, and professional cable management.
• Cabling & Infrastructure Integrity: validate that cabling adjusted during a break/fix is routed, dressed, and labeled to match original site standards.
• Incident Management: manage the lifecycle of a service ticket from arrival and diagnosis to final documentation and site sign-off.
• Evidence-Based Sign-off: review site deliverables through photographic evidence and video walkthroughs to confirm all project requirements are met before departure.

Requirements

• Hardware Break/Fix Expertise: extensive experience diagnosing and repairing rack-mounted servers, POS systems, and enterprise-grade printers.
• Infrastructure Knowledge: deep understanding of structured cabling with the ability to guide field resources in proper cable management and terminations.
• Network Troubleshooting: strong proficiency in identifying hardware-level network issues, including faulty ports, bad patches, and device-level configuration errors.
• Technical Instruction: exceptional ability to provide clear, step-by-step verbal instructions to field resources in high-pressure down-site scenarios.
• Visual Auditing: ability to detect secondary issues such as loose connections, improper mounting, or environmental risks through remote photos and video.