Job Listing Description

Technical Support Assistant

Description:
Technical Support Engineer
Location: Pittsford, NY - Hybrid (3 days onsite / 2 remote)
Start: ASAP
Shift: 10-6:30, 11-7:30, 12:30-9 or weekends
Pay: $25.00 - $30.00 per hour (depending on experience)

Are you someone who thrives in a dynamic, customer-focused environment and enjoys solving complex technical challenges? PDS Tech Commercial has a great opportunity for a Technical Support Engineer to join our team and provide top-tier support for customers using OnGuard, Netbox, and Elements Ecosystems. This role involves troubleshooting complex technical issues, directly interacting with customers, and working with cross-functional teams to resolve problems efficiently. You will manage your own caseload, ensuring timely resolution of technical issues while maintaining high standards of customer service.
Key Responsibilities:

Respond to technical issues related to OnGuard, Netbox, and Elements Ecosystems via telephone, email, and web.
Interface directly with customers to understand their issues, replicate configurations, and communicate action plans for resolution.
Gather and document all necessary data for each support case, ensuring thorough case details are recorded.
Troubleshoot, reproduce, and resolve technical issues, escalating to senior staff when necessary.
Work with internal teams, including quality assurance, development engineers, and product teams, to resolve complex problems.
Manage your schedule, prioritize cases, set expectations with customers, and adhere to SLAs.
Assist with support verification projects for upcoming releases and hotfixes.
Contribute content to the knowledge base and assist with process improvements.
Stay up-to-date on product updates, technical workflows, and integrations.

Required Qualifications:

High School Diploma or GED
2+ years of experience in customer service or technical help desk roles
1+ year of experience resolving complex technical issues through research, log analysis, and troubleshooting

Preferred Qualifications:

Associate degree in computer science, IT, electronics, or related field
Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA
Advanced knowledge of SQL, Access Control systems, and related technologies
Strong communication skills and professional telephone manner
Ability to work independently, multitask, and manage a caseload effectively
Familiarity with Linux, virtualization (VirtualBox), networking concepts (TCP/IP, DNS, SSL), and Access Control components

Skills & Abilities:

Enthusiastic, self-motivated, and excellent problem-solving skills
Ability to meet deadlines and adapt to changes in a fast-paced environment
Exceptional interpersonal skills and a customer-first mindset
Experience with Salesforce and other platform tools is a plus

Pay Details: $25.00 to $30.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Job Number: US_EN_33_010422_2502542
Job Location: Pittsford, NY
Rate: 25-30
Per Diem: --
Overtime: --
Duration: indef
Start Date: ASAP
Input Date: 01/29/2026
Last Updated: 01/30/2026

Firm Name: PDS TECH COMMERCIAL, INC
Attention:
Address: 545 E JOHN CARPENTER FWY STE 950
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Email: Client.Services@pdstech.com
Website: Go To PDS Tech Commercial Website

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