What We Need: We are seeking a qualified and solutions-oriented Intermediate Technical Services Representative to provide support for our extensive range of hardware and software products. This position is critical for delivering accurate, timely, and practical technical assistance to customers and internal teams. The ideal candidate will possess hands-on experience in troubleshooting various hardware, software, and system integration issues and foundational coding skills. The selected individual will engage directly with customers to address technical challenges and collaborate with engineering, product management, and quality assurance teams to ensure a superior customer experience. #LI-EA1 What You'll Be Doing: + Provide timely technical support for company products, including printers, scanners, APIs, and software. + Address complex customer inquiries through phone, email, and case management systems. + Diagnose and troubleshoot hardware, firmware, software, and connectivity issues. + Support system integrations and configurations, performing remote diagnostics as needed. + Research and adapt procedures or develop new solutions for technical problems, engaging engineering teams when necessary. + Manage case lifecycle from intake to resolution, ensuring accurate documentation and follow-up. + Maintain customer records and track trends within the CRM platform. + Assist in training and mentoring junior Technical Support team members. + Stay updated on technological developments and product changes to enhance service delivery. What You Will Need To Be Successful: + 2 to 4 years of experience in technical support, IT help desk, or product support. + Proficient with remote diagnostic tools and device management platforms. + Skilled in troubleshooting and resolving hardware, software, and system integration issues. + Knowledge of JavaScript, HTML, JSON, or XML for configuration and troubleshooting tasks. + Understanding of network fundamentals and communication protocols. + Experienced with CRM platforms, including Salesforce or Sugar. + Strong analytical and troubleshooting skills, able to manage multiple priorities efficiently. + Excellent written and verbal communication skills for technical explanations to non-technical users. + Capable of working independently and collaboratively in a fast-paced environment. + Bachelor's degree in Computer Science, or a related field is preferred About Us: Who we are:When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC's expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady's identification solutions. But PDC's products and solutions are just one element of the Brady story. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust us because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2024, Brady employed approximately 5,700 people worldwide. Our fiscal 2024 sales were approximately $1.34 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com. Why work at Brady:A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. And as a member of the PDC team, you'll get to represent a company with unique brand recognition across several industries. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back. Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world. Our Benefits: + Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision + Generous 401(k) with company match + Paid time off and holidays + Opportunity to participate in incentive programs for all full-time employees + Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance + Education reimbursement opportunities + Scholarship program for children of Brady employees + A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities + Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management) + Dress-for-your-day dress code + Charitable contributions matched through Brady's Matching Gift program