> Markdown version of [/jobs/ext/997448-software-hardware-technician-northwest-ohio-indiana-and-michigan](https://www.wearedevelopers.com/jobs/ext/997448-software-hardware-technician-northwest-ohio-indiana-and-michigan). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software/Hardware Technician - Northwest Ohio, Indiana and Michigan - **Company:** Retail Data LLC - **Location:** Montpelier, OH, United States - **Salary:** $39,520.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Antivirus Softwares, Software Applications, Backup Devices, Web Browsers, Windows Servers, Office Suite, Remote Desktop Services, SQL Databases, Wireless Access Point, Network Routers, File Transfer Protocol (FTP), Firewalls (Computer Science), Computer Equipment, Extreme Programming, Malware Detection - **Published:** June 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=875b4f14335f612d ## About the Role Do you have experience in Microsoft Excel?, * Interpersonal skills * Clearly communicate verbally and in writing with co-workers and customers * Can handle high call volume and high-pressure situations * Able to prioritize issues and activities effectively * General IT proficiencies * Troubleshooting and diagnostic skills * PC hardware * Operating Systems: Windows XP, 7, 8, Server 2003, Server 2008, Server 2012 * System and data backup, recovery, imaging * Networking, routers, wireless access points * SQL Database basics * Office suite applications, email clients, browsers * Security practices - passwords, firewalls, antivirus, and anti-malware * Remote desktop support, FTP * POS Systems - identify components, software applications and business activities for the following customer industries and platforms, * Grocery: 1 year (Preferred) * Software Support: 1 year (Preferred) * Hospitality: 1 year (Preferred) Work Location: Hybrid remote in Fort Wayne, IN 46802 ## Description Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers professionally., * Answer inbound service desk calls, and emails, while monitoring issue queues. * Provide initial troubleshooting and clarification of issue or request * Create and update incident records for tracking and documenting issues or requests * Regular communication with customers, providing updates on open issues * Categorize and prioritize issues and requests using defined standards * Maintain resolution of 75% of all incoming calls without escalation to Level 2/Level 3 within established time limits * Follow escalation processes for incidents requiring additional knowledge and expertise. * Escalate issues not meeting the expected service level agreement for resolution. * Monitors issues escalated to Level 2 to ensure timely resolution and maintain customer communication * Use, update, and maintain knowledge-base documents and CRM. * Validate and deliver solutions provided by Level 2/Level 3 * Provide after-hours support as part of the on-call rotation * Provide feedback and recommendations to other internal teams to improve product delivery and reduce support requests * Expand your knowledge of components, applications, and business activities to advance your abilities and responsibilities, graduating to a Level 2 position * Repair, Test and Clean POS equipment after it returns from the field. * Help maintain parts inventory. * Perform field maintenance and service for RDS NC Customers. * Testing new systems to ensure that they are in working order. * Assembling products according to specifications, using hand or power tools. * Preparation, configuration and installation of POS equipment. * Receive incoming shipments daily (UPS, FedEx, etc.). * Pass Michigan and Ohio Scale Certification. * Provide on-site support and in-person problem-solving on customer "Live Days". * Maintain a position in the software on-call rotation. ## Related Videos - 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