Help Desk Technician

About the role

The Help Desk Technician will act as the first point of contact for customers using Aethon's autonomous mobile robots. Working in a product support environment, you will provide rapid technical assistance via phone, email, chat, and automated alerts while the robots operate in hospitals, manufacturing facilities, and hotels.

Key responsibilities

• Respond quickly to customer inquiries and verify issues through probing questions.
• Perform remote troubleshooting using diagnostic techniques and guide users through equipment setup and basic usage.
• Document all interactions and resolutions in the ticketing system, prioritizing multiple open issues.
• Escalate complex problems to onsite service teams when necessary.
• Work rotating shifts, including mornings, evenings, nights, weekends, and holidays.

Required profile

• Associate’s degree in an IT‑related field.
• Professional presentation and strong communication skills.
• Willingness to travel for onsite service of Aethon equipment.
• Availability to work varied shift schedules.

Required skills

• Hardware troubleshooting and maintenance.
• Software troubleshooting, installation, and configuration.
• Basic Linux knowledge (preferred).
• Proficiency with ticketing systems for issue tracking.