Senior Technical Support Technician

{
  "content_hash": "04443ae6bffa7173d556b9cc4ca75d25643b7739bc5fc6cb904e5578589fe0fc",
  "source_hash": "d56ab91a229eea6db005853e9edd9a9edb8274571653a6f6289705872001e234",
  "last_changed_at": "2026-06-13T12:49:39.848Z",
  "active_status": "deleted"
}

{
  "language": "en",
  "location": {
    "raw": "Parsippany, NJ, US, Parsippany, NJ",
    "city": "Parsippany",
    "region": "NJ",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.95
  },
  "salary_max": 63700,
  "salary_min": 53700,
  "inferred_at": "2026-06-11T12:27:54.084Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Parsippany, NJ, US, Parsippany, NJ",
      "city": "Parsippany",
      "region": "NJ",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.95
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "year",
  "workplace_type": null,
  "salary_currency": "USD"
}

{}

{
  "detail": {
    "links": [],
    "itemID": "9201311763232_1",
    "postDate": "2026-05-28T09:52:00.000-04:00",
    "payGradeRange": {
      "maximumRate": {
        "amountValue": 63700,
        "currencyCode": "USD"
      },
      "minimumRate": {
        "amountValue": 53700,
        "currencyCode": "USD"
      }
    },
    "workLevelCode": {
      "shortName": "Full Time"
    },
    "customFieldGroup": {
      "codeFields": [
        {
          "nameCode": {
            "codeValue": "SalaryType"
          },
          "codeValue": "AN",
          "shortName": "Annually"
        },
        {
          "nameCode": {
            "codeValue": "SalaryRangeType"
          },
          "codeValue": "RANGE",
          "shortName": "RANGE"
        }
      ],
      "dateFields": [
        {
          "nameCode": {
            "codeValue": "PostingDate"
          },
          "dateValue": "2026-05-28T09:52Z"
        },
        {
          "nameCode": {
            "codeValue": "CurrentServerDateTime"
          },
          "dateValue": "2026-06-11T08:27Z"
        }
      ],
      "numberFields": [
        {
          "numberValue": 0,
          "categoryCode": {
            "codeValue": "ApplicantCount"
          }
        },
        {
          "categoryCode": {
            "codeValue": "AwardAmount"
          }
        }
      ],
      "stringFields": [
        {
          "nameCode": {
            "codeValue": "ExternalJobID"
          },
          "stringValue": "589501"
        },
        {
          "nameCode": {
            "codeValue": "CareerCenterRefId"
          }
        },
        {
          "nameCode": {
            "codeValue": "GuidelineOid"
          }
        },
        {
          "nameCode": {
            "codeValue": "CurrencySymbolOrCode"
          }
        },
        {
          "nameCode": {
            "codeValue": "HomeDepartment"
          },
          "stringValue": ""
        },
        {
          "nameCode": {
            "codeValue": "JobClass"
          },
          "stringValue": "Senior Technician"
        },
        {
          "nameCode": {
            "codeValue": "SalaryRange"
          },
          "stringValue": "53700.00 To 63700.00 (USD) Annually"
        }
      ],
      "indicatorFields": [
        {
          "nameCode": {
            "codeValue": "PriortyStatusFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "InternalPostingFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "MinValue"
          },
          "indicatorValue": true
        },
        {
          "nameCode": {
            "codeValue": "IsVsidApplicable"
          },
          "indicatorValue": true
        },
        {
          "nameCode": {
            "codeValue": "IsSassDlReqForExtPostFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "IsSassDlReqForIntPostFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "IsMonetaryFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "IsNonMonetaryFlag"
          },
          "indicatorValue": false
        }
      ]
    },
    "requisitionTitle": "Senior Technical Support Technician",
    "clientRequisitionID": "1360",
    "organizationalUnits": [],
    "postingInstructions": [],
    "additionalProperties": {},
    "requisitionLocations": [
      {
        "address": {
          "cityName": "Parsippany",
          "postalCode": "07054",
          "countrySubdivisionLevel1": {
            "codeValue": "NJ"
          }
        },
        "nameCode": {
          "shortName": " Parsippany, NJ, US"
        },
        "aliasNames": []
      }
    ],
    "screeningRequirements": [],
    "requisitionDescription": "<p data-pasted=\"true\"><strong>MAIN FUNCTION:</strong></p><ul type=\"disc\"><li>Provide advanced technical support and troubleshooting for PNY products to end users, business customers, system integrators, and partners&nbsp;</li><li>Serve as a senior escalation resource for complex hardware, software, compatibility, and RMA-related issues&nbsp;</li><li>Lead case ownership from initial intake through final resolution, ensuring high customer satisfaction and adherence to departmental SLA targets&nbsp;</li><li>Manage and resolve customer escalations within the Technical Support department whenever possible, utilizing advanced troubleshooting, product knowledge, and customer service skills to drive resolution and maintain customer confidence&nbsp;</li><li>Take ownership of high-priority and escalated cases, working directly with customers to de-escalate concerns and prevent unnecessary transfers outside of Technical Support&nbsp;</li><li>Coordinate with Engineering, Quality, Product Management, Sales, and RMA teams to drive issue resolution and communicate technical findings&nbsp;</li><li>Identify product trends, recurring failures, and process improvement opportunities and communicate findings to management&nbsp;</li><li>Mentor and support junior technicians by providing guidance, technical training, and process oversight&nbsp;</li><li>Act as a departmental lead resource in the absence of management when required&nbsp;</li><li>Handle inbound customer contacts including phone calls, emails, webchat, and support tickets while maintaining departmental productivity and SLA requirements&nbsp;</li><li>Maintain consistent adherence to departmental response-time targets, queue management expectations, and customer follow-up standards&nbsp;</li><li>Balance frontline support responsibilities with escalated case management, technician assistance, and cross-functional support activities&nbsp;</li><li>Lead by example in ticket handling quality, customer communication, attention to detail, and queue management practices&nbsp;</li><li>Remain actively engaged in daily support operations, including direct customer interaction and real-time support coverage&nbsp;</li></ul><p><br></p><p><strong>QUALIFICATIONS:</strong></p><ul type=\"disc\"><li>High school diploma or equivalent required; technical school, associate degree, or bachelor&rsquo;s degree in Information Technology, Computer Science, or related field preferred&nbsp;</li><li>5+ years of technical support, PC hardware, or related industry experience preferred&nbsp;</li><li>Advanced knowledge of PC hardware, graphics cards, SSDs, memory, workstation products, and operating systems&nbsp;</li><li>Strong understanding of hardware diagnostics, system configuration, BIOS/firmware concepts, and driver troubleshooting&nbsp;</li><li>Experience troubleshooting Windows-based systems; Linux knowledge preferred&nbsp;</li><li>Excellent verbal and written communication skills&nbsp;</li><li>Strong analytical, organizational, and problem-solving abilities&nbsp;</li><li>Ability to manage high-priority escalations and difficult customer interactions professionally&nbsp;</li><li>Experience using CRM/ticketing systems and ERP platforms&nbsp;</li><li>Ability to train and mentor technical staff&nbsp;</li><li>Demonstrate ability to work independently and make sound technical decisions&nbsp;</li><li>Ability to prioritize workload and manage multiple active cases in a fast-paced support environment&nbsp;</li><li>Strong understanding of customer service principles, warranty processes, and escalation management&nbsp;</li><li>Ability to maintain professionalism and sound judgment under pressure&nbsp;</li></ul><p><br></p><p><strong>WORKING CONDITIONS:&nbsp;</strong>&nbsp;</p><p>Office/Administrative environment&nbsp;</p><p><strong>&nbsp;</strong></p><p><strong>KEY RELATIONSHIPS:</strong></p><ul type=\"disc\"><li>Internal Technical Support staff&nbsp;</li><li>Engineering&nbsp;</li><li>Quality Assurance&nbsp;</li><li>Product Management&nbsp;</li><li>Sales and Field Engineering teams&nbsp;</li><li>RMA and Operations teams&nbsp;</li><li>End users, business customers, distributors, resellers, and system integrators</li></ul><p><br></p><p><strong>DUTIES AND RESPONSIBILITIES</strong></p><p>To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p><br></p><ul style=\"list-style-type: disc;\"><li>Provide advanced technical support and troubleshooting for PNY products through phone, email, webchat, and ticket-based support channels&nbsp;</li><li>Handle daily frontline support responsibilities while consistently meeting departmental SLA, productivity, and customer service expectations&nbsp;</li><li>Serve as a senior escalation resource for complex technical, compatibility, warranty, and RMA-related issues&nbsp;</li><li>Manage customer escalations through resolution whenever possible to maintain customer confidence and prevent unnecessary transfers outside of Technical Support&nbsp;</li><li>Lead ownership of support cases from initial intake through final resolution, ensuring accurate documentation and timely follow-up&nbsp;</li><li>Assist with queue management, workload balancing, and maintenance of departmental operational standards&nbsp;</li><li>Coordinate with Engineering, Quality Assurance, Product Management, Sales, and Operations teams regarding escalated technical issues, product concerns, and resolution efforts&nbsp;</li><li>Identify recurring product issues, customer pain points, and process improvement opportunities and communicate findings to management&nbsp;</li><li>Maintain strong working knowledge of current and new PNY products, technologies, warranty policies, and support procedures&nbsp;</li><li>Utilize troubleshooting tools, diagnostics, AI-assisted resources, and internal systems to efficiently analyze and resolve customer issues while maintaining technical accuracy and policy compliance&nbsp;</li><li>Mentor and support technicians by providing technical guidance, escalation assistance, process training, and best-practice recommendations&nbsp;</li><li>Lead by example in professionalism, customer communication, attention to detail, ticket handling quality, and queue management practices&nbsp;</li><li>Assist management with departmental initiatives, reporting, process improvements, and operational support as required&nbsp;</li><li>Act as a departmental lead resource in the absence of management when necessary&nbsp;</li></ul>\n",
    "sponsoredVisaTypeCodes": []
  },
  "list_job": {
    "links": [],
    "itemID": "9201311763232_1",
    "postDate": "2026-05-28T09:52:00.000-04:00",
    "payGradeRange": {
      "maximumRate": {
        "amountValue": 63700,
        "currencyCode": "USD"
      },
      "minimumRate": {
        "amountValue": 53700,
        "currencyCode": "USD"
      }
    },
    "workLevelCode": {
      "shortName": "Full Time"
    },
    "customFieldGroup": {
      "codeFields": [
        {
          "nameCode": {
            "codeValue": "SalaryType"
          },
          "codeValue": "AN",
          "shortName": "Annually"
        },
        {
          "nameCode": {
            "codeValue": "SalaryRangeType"
          },
          "codeValue": "RANGE",
          "shortName": "RANGE"
        }
      ],
      "dateFields": [
        {
          "nameCode": {
            "codeValue": "PostingDate"
          },
          "dateValue": "2026-05-28T09:52Z"
        },
        {
          "nameCode": {
            "codeValue": "CurrentServerDateTime"
          },
          "dateValue": "2026-06-11T08:27Z"
        }
      ],
      "numberFields": [
        {
          "numberValue": 0,
          "categoryCode": {
            "codeValue": "ApplicantCount"
          }
        },
        {
          "categoryCode": {
            "codeValue": "AwardAmount"
          }
        }
      ],
      "stringFields": [
        {
          "nameCode": {
            "codeValue": "ExternalJobID"
          },
          "stringValue": "589501"
        },
        {
          "nameCode": {
            "codeValue": "CareerCenterRefId"
          }
        },
        {
          "nameCode": {
            "codeValue": "GuidelineOid"
          }
        },
        {
          "nameCode": {
            "codeValue": "CurrencySymbolOrCode"
          }
        },
        {
          "nameCode": {
            "codeValue": "HomeDepartment"
          },
          "stringValue": ""
        },
        {
          "nameCode": {
            "codeValue": "JobClass"
          },
          "stringValue": "Senior Technician"
        },
        {
          "nameCode": {
            "codeValue": "SalaryRange"
          },
          "stringValue": "53700.00 To 63700.00 (USD) Annually"
        }
      ],
      "indicatorFields": [
        {
          "nameCode": {
            "codeValue": "PriortyStatusFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "InternalPostingFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "MinValue"
          },
          "indicatorValue": true
        },
        {
          "nameCode": {
            "codeValue": "IsVsidApplicable"
          },
          "indicatorValue": true
        },
        {
          "nameCode": {
            "codeValue": "IsSassDlReqForExtPostFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "IsSassDlReqForIntPostFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "IsMonetaryFlag"
          },
          "indicatorValue": false
        },
        {
          "nameCode": {
            "codeValue": "IsNonMonetaryFlag"
          },
          "indicatorValue": false
        }
      ]
    },
    "requisitionTitle": "Senior Technical Support Technician",
    "clientRequisitionID": "1360",
    "organizationalUnits": [],
    "postingInstructions": [],
    "additionalProperties": {},
    "requisitionLocations": [
      {
        "address": {
          "cityName": "Parsippany",
          "postalCode": "07054",
          "countrySubdivisionLevel1": {
            "codeValue": "NJ"
          }
        },
        "nameCode": {
          "shortName": " Parsippany, NJ, US"
        },
        "aliasNames": []
      }
    ],
    "screeningRequirements": [],
    "sponsoredVisaTypeCodes": []
  },
  "detail_meta": {
    "url": "https://workforcenow.adp.com/mascsr/default/careercenter/public/events/staffing/v1/job-requisitions/589501?cid=9ccaf295-8336-4f07-b43c-f4865263ef63&ccId=19000101_000001&lang=en_US&locale=en_US",
    "http_status": 200,
    "content_type": "application/json;charset=UTF-8",
    "response_bytes": 10710
  },
  "detail_errors": []
}