Technical Support & Systems Specialist
ABG Systems North America Inc.Position Overview ABG Systems North America is seeking a hands-on Technical Support & Systems Specialist to provide responsive customer support and assist with the technical deployment of RFID-enabled garment management solutions. This position combines customer-facing troubleshooting with ownership of the day-to-day support queue, incident documentation, and repeatable technical procedures. Working closely with the senior Systems Specialist, the successful candidate will resolve routine issues independently, escalate complex cases with clear diagnostic evidence, and progressively take on standard configuration and implementation activities. Customer support & ticket operations Own daily monitoring, triage, categorization, prioritization, assignment, and follow-up of incoming customer support tickets. Serve as a first-line technical contact for customers; acknowledge issues, collect reproducible symptoms, provide clear status updates, and drive cases to resolution or appropriate escalation. Investigate application, user access, data, machine connectivity, RFID, peripheral, and configuration issues using structured troubleshooting. Track ticket aging, customer impact, recurring incidents, and escalation status; maintain accurate records and close tickets with documented resolutions. Escalate complex software, integration, infrastructure, or engineering issues to the senior Systems Specialist or development team with logs, steps taken, and evidence. Technical implementation assistance Prepare, install, configure, and validate ABG ONE software and supporting components under established procedures. Assist with Windows Server and SQL Server readiness, connectivity, remote access, data imports, and customer configuration validation. Configure and test garment dispensers, return units, RFID readers, badge readers, and related peripherals. Support remote commissioning, system testing, go-live, and post-go-live stabilization; assist with laundry integrations and supported interfaces as directed. Coordinate technical prerequisites and deployment timing with the Implementation Manager and Project Coordinator. Documentation & support process improvement Maintain troubleshooting guides, knowledge-base articles, system records, and configuration documentation. Help define and apply ticket priorities, escalation paths, response standards, and repeatable support workflows. Identify recurring failure patterns and share trends with the senior Systems Specialist to support root-cause analysis and preventative action. Contribute to standard technical checklists, customer-facing instructions, and handoff documentation. Required Qualifications 2+ years in IT help desk, application support, systems implementation, technical support, or a related role. Strong troubleshooting skills across software, hardware, networking, and user/configuration issues. Working knowledge of Windows desktop/server environments, TCP/IP networking, and database fundamentals. Experience using a ticketing platform and documenting incidents clearly and consistently. Ability to communicate patiently and professionally with both customer IT teams and nontechnical users. Self-directed problem solving, sound judgment on escalation, and strong follow-through. Preferred Qualifications Microsoft SQL Server, basic SQL queries, and data import/export workflows. Windows services, IIS, HTTPS/certificates, remote access, and virtualized server environments. APIs, SFTP, file-based interfaces, and enterprise application integrations. RFID, barcode/badge readers, industrial peripherals, inventory systems, or connected hardware. Experience supporting healthcare, commercial laundry, or industrial customers. Measures of Success Incoming tickets are consistently triaged, tracked, communicated, and escalated based on priority and impact. Routine incidents are resolved without unnecessary involvement of senior technical staff. Open-ticket backlog and repeat issues are visible through a reliable …