Tech Support Technician

Asentria is a global leader in remote site monitoring and control systems for wireless infrastructure. Our solutions are used to manage and optimize the passive infrastructure (power, batteries, generators, HVAC, environmental sensors, and more) at cell sites, helping reduce maintenance costs, prevent outages, and improve operational efficiency. At the core of our offering is the SiteBoss controller—an advanced, customizable platform designed to support telecom, utility, and public safety networks around the world.

We are currently seeking a Tech Support Technician to join our customer support team. This remote role is essential to ensuring our customers receive timely, effective assistance with the setup, operation, and troubleshooting of Asentria’s hardware and software solutions. This position requires a strong technical foundation, excellent communication skills, and a commitment to delivering outstanding service.

In its commitment to long-term expansion and enhanced service to customers and community, Asentria Corporation’s standards of employee skills, competence and teamwork are and shall remain among the highest in the field.

Thus, for the position of Tech Support Technician, the employee will perform the following duties:

• Experience installing or maintaining equipment found at a cell site
• Basic electronic knowledge
• Familiarity with multimeters, contacts, relays AC/DC voltage and current, etc.
• Asentria SiteBoss installation experience (preferable but not mandatory)
• Ability to provide accurate and effective technical support and services to Asentria customers and potential customers.
• Conduct timely resolution of customer problems and questions via phone or email.
• Escalate issues to more experienced support staff when necessary.
• Develop rapport and good relationships with Asentria customers by presenting a cheerful demeanor, responding promptly, and providing accurate information.
• Excellent English, verbal and written
• Occasional travel in order to provide hands-on tech support for customer product trials or initial installations.
• All other basic or usual Tech Support work, such as issuing RMA’s for advance replacement, logging and tracking support tickets, etc.
• Document accurately and thoroughly all communications concerning customer issues.
• Write documentation that explains features, product functionality, and other technical topics that apply to Asentria products, as needed for both internal use and to send to customers.
• Write bug reports and feature requests that Engineering and Product Management will use to either develop bug fixes or features in future software versions.
• Contribute to the tech support knowledge base to share data among all tech support reps.
• A logical and analytical approach to isolating the source of customer problems.
• Excellent responsibility and care in ensuring customers problems are consistently followed up and resolved.
• The ability to control a phone conversation without becoming flustered or upset by demanding or upset customers.
• The ability to follow directions, good memory and excellent organizational skills in maintaining records and work environment

By applying:

• A thorough understanding of Asentria product functionality and related technical details
• A logical and analytical approach to isolating the source of customer problems
• Excellent responsibility and care in ensuring customers problems are consistently followed up and resolved
• The ability to control a phone conversation without becoming flustered or upset by demanding or upset customers
• Excellent verbal and written communication skills with coworkers and customers
• Decent typing skills
• The ability to follow directions, good memory and excellent organizational skills in maintaining records and work environment

To the end that each customer or end user that contacts Asentria Technical Support is happy and satisfied that their Asentria product works for their application the way they need it to, and all their questions have been answered, and concerns satisfied in a manner which reflects positively on Asentria Corporation, in high quality and volume.

In addition to the technical knowledge, experience and competence required of a Tech Support Technician, Asentria employees must also possess personal aptitude to solving problems, high intelligence, perseverance and orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances and an absence of unconstructive or ill-considered criticism, fairness, empathy and appreciation toward fellow workers and effective communications skills.

In keeping with these job requirements, Asentria Corp utilizes application forms, interview procedures and pre-employment non-medical testing regimens that will assist the company to determine whether applicants possess the skills, competency and above personal attributes necessary to meet the company’s performance standards. Applicants for Tech Support Technician undergo such screening procedures.

Human Resources
Asentria Corp.