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Technical Support Engineer

Portland Leather
Portland, OR Full Time
POSTED ON 1/16/2025
AVAILABLE BEFORE 4/13/2025

Technical Support Engineer

Are you passionate about technology and problem-solving? Do you thrive in dynamic environments where your skills can make a real difference? Portland Leather Goods is looking for a talented and dedicated Technical Support Engineer to join our team in Portland, OR. In this role, you'll provide critical IT support to our fast-growing retail and administrative operations, ensuring seamless connectivity and technical efficiency across our multiple retail locations and administrative offices.

At Portland Leather Goods, we combine creativity, sustainability, and craftmanship to produce high-quality leather goods that resonate with our customers. Established in 2016, we're more than just a leather goods company - we're a community of passionate individuals working together to make a positive impact. As we expand into more brick-and-mortar retail across the U.S., we need a Technical Support Engineer who can support our growth and keep our systems running smoothly. Join us and be part of a team that values innovation, character, and connection. Bring your technical expertise and enthusiasm to a company that's as committed to people as it is to quality craftmanship. Let's build something amazing together!

Position overview : Provide on-site and remote technical support to ensure the efficient operation of the company's technological systems. Diagnose, troubleshoot, and resolve technical issues related to hardware, software, basic data networks, basic cybersecurity, and basic support for the company's ERP system. Monitor and maintain the area's KPIs to ensure optimal performance and service quality.

What You'll Do :

On-Site and Remote Technical Support

  • Diagnose and resolve hardware and software issues on computers, printers, and other devices.
  • Provide technical support to end users through remote assistance tools or on-site visits.
  • Configure and maintain workstations, mobile devices, and peripherals.
  • Maintain the IT Inventory.
  • Support transition from Google Suite to Microsoft (document storage and messaging services).

ERP Support

  • Assist users with basic ERP functionality and troubleshoot common user issues.
  • Collaborate with the ERP team to escalate and resolve more complex system issues.
  • Document and track ERP related incidents to ensure timely resolution.

    • Data Networks

  • Identify basic connectivity or performance issues in local networks and Wi-Fi.
  • Escalate network incidents to the specialized team, providing clear details about detected issues.
  • Report and follow up incidents to ISPs.

    • Basic Cybersecurity

  • Ensure proper configuration of security tools such as antivirus software.
  • Identify potential security risks or incidents and escalate them to the corresponding team.
  • Promote best practices for cybersecurity among end users.

    • KPIs Monitoring and Reporting

  • Track and analyze key performance indicators (KPIs) for the area to ensure service efficiency and adherence to targets.
  • Generate periodic reports on performance metrics, highlighting areas of improvement.
  • Propose and implement initiatives to optimize KPI outcomes and improve service delivery.

    • Documentation and Training

  • Document procedures and log incidents in the ticketing system.
  • Generate activity reports and maintain up to date technical information.
  • Train users on the proper use of technological tools, ERP functionalities, and security best practices.

    • Collaboration and Continuous Improvement

  • Work with other teams to ensure the proper flow of information regarding incidents.
  • Identify opportunities to optimize processes and reduce response times for technical support.

    • What We Expect :

    Education and Experience

  • Bachelor's degree in information technology, Systems, Electronics, or a related field.
  • Minimum of 2 years of experience providing on-site and remote technical support.

    • Technical Skills

  • Ability to identify basic issues in data networks (connectivity, performance, device failures).
  • Experience supporting Windows, MacOS operating systems, and mobile devices.
  • Familiarity with basic cybersecurity tools such as antivirus software and security protocols.
  • General understanding of ERP systems and basic troubleshooting for user issues.
  • Experience in tracking and analyzing KPIs to monitor area performance.

    • Soft Skills

  • Excellent verbal and written communication skills.
  • Strong customer orientation and proactive attitude for problem-solving.
  • Ability to work under pressure and manage multiple tasks simultaneously.

    • Additional Details :

  • Location - this position is hybrid and works out of our Portland, OR office. Occasional travel will be required to other company locations (25% travel potential).
  • Schedule - Monday to Friday, with occasional availability for after-hours support.
  • Tools - all necessary technical equipment will be provided to perform the duties of the position.

    • What We Offer :

  • Salary range : $75,000 - $85,000 (dependent upon experience)
  • Health, dental & vision insurance (75% cost covered by PLG for team member)
  • 401(k) after 1 year with 4% company match
  • Holidays (including 1 floating holiday), vacation & sick time
  • Store discount
  • Dynamic & collaborative team environment

    • At Portland Leather Goods, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status, or any other protected status. We welcome applicants from all backgrounds to join our team.

    Salary : $75,000 - $85,000

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