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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Assistant Technical Support Representative - **Company:** Ferguson Enterprises Inc. - **Location:** Newport News, VA, United States (Remote available) - **Experience:** Starter - **Salary:** $35,360.0 - $58,240.0 - **Contract:** Permanent contract - **Skills:** Java (Programming Language), Active Directory, Software as a Service, Electronic Data Interchange (EDI), Issue Tracking Systems, Python (Programming Language), Microsoft Office, ReactJS, Software Troubleshooting, Oracle Cloud Infrastructure - **Published:** July 2, 2026 - **Apply:** https://ferguson.wd1.myworkdayjobs.com/Ferguson_Experienced/job/Remote/Assistant-Technical-Support-Representative_R-137703-1 ## About the Role * 0-2 years of relevant experience in a technical call center or comparable education preferred. * Possess basic SQL knowledge. * Experience with call/chat interface is ideal, along with any experience with ticketing systems. * Experience developing or troubleshooting software in UniBasic, Java, React, Python, or other modern language. * Passion for supporting custom applications. * Experience using Oracle Cloud Infrastructure, Electronic Data Interchange (EDI), mobile device OS, and Microsoft Office products is preferred. * Experience using Active Directory and various SaaS tools. * Able to prove they can find out solutions to tough issues on their own without hand holding * A self starter and self motivated. * Critical thinker, able to tinker, suggest new paths, and set a higher standard. * Outstanding communication skills, both written and verbal. * Phenomenal customer service skills. * Excellent organizational skills. ## Description Serve as first point of contact for internal associates, troubleshoot and resolve incidents via phone/chat/ticketing, document solutions, escalate when needed, and maintain strong communication and IT process knowledge while supporting custom applications., The Assistant Technical Support Representative is the first point of contact for all our Ferguson Associates. While providing a high level of customer service, the Assistant Technical Support Representative answers incoming calls, tracks information in a ticketing system, uses a knowledge base tool along with their own personal expertise to resolve incidents in a timely fashion. The Assistant Technical Support Representative will be tasked with providing in-depth troubleshooting on a variety of internal applications. The Assistant Technical Support Representative escalates unresolved problem/issues/requests to the other support teams as required., * Heavily use training, documentation/knowledge, and peers to develop troubleshooting and research skills. * Capable of troubleshooting with End Users. * Handle fluctuating incoming ticket volume Phone, chat, Self-Service autonomously. * Strong communication skills. * Consistently document and solve any reported issue. * Develop and maintain strong relationships within the IT department. * Develop and maintain an understanding of Corporate and IT policies and procedures. * Develop and maintain verbal and written communication skills. * Develop and maintain creative thinking in troubleshooting techniques. * Develop and maintain solid customer service and follow-up skills. * Stay in sync with defined processes. * Capable of multitasking efficiently. * Capable of critical thinking and understanding issues through context clues. * In addition to the essential job functions described above, all associates will perform duties as requested by management. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Watch Tests Go Brrrr! : Getting Started with Cypress in ReactJS](https://www.wearedevelopers.com/videos/282-watch-tests-go-brrrr-getting-started-with-cypress-in-reactjs) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)