Training & Tech Support Technician

Description

Location: Aurora, OH

Reports to: Training leader

About Us

LayerZero Power Systems LLC. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability, innovation, and customer satisfaction, we deliver advanced power systems products that ensure uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the data center (our main focus), financial, computer service provision, and semiconductor manufacturing sectors. LayerZero Power Systems is on a trajectory of sustained growth, with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers.

Position Summary

A Trainer and Tech Support Specialist serves as the bridge between complex technology and the end-user. This hybrid role involves both reactive troubleshooting and proactive education to ensure users can utilize hardware and software effectively.

Key Responsibilities

• Technical Training & Onboarding: Design and deliver training programs (workshops, webinars, or 1-on-1 sessions) for new hires or existing staff on new software, hardware, and cybersecurity best practices.
• Tiered Technical Support: Act as the first point of contact for resolving issues related to operating systems, network connectivity, and specialized business applications.
• Documentation Development: Create and maintain internal "how-to" guides, FAQs, and video tutorials to empower user self-service.
• System Maintenance: Perform routine updates, installations, and hardware upgrades to prevent system downtime.
• Needs Analysis: Assess employee skill gaps and software compatibility to recommend system improvements or targeted training interventions.
  
  

Requirements

Skills & Qualifications:

• Communication: Ability to translate complex technical jargon into simple, actionable instructions for non-technical users.
• Technical Proficiency: Expertise in Windows/macOS, Microsoft 365, Active Directory, and Help Desk ticketing systems (e.g., Jira, ServiceNow).
• Instructional Design: Skill in creating engaging curriculum and measuring training effectiveness through feedback and performance metrics.
  
  

Experience: Previous experience in Field Service, help desk, desktop support, or training role.

Education: Bachelor’s degree in computer science, IT, or related field preferred; equivalent experience accepted.

Performance Indicators

• Reduction in onboarding time and increase in retention.
• Improved technical competency across production teams.
• Consistent training delivery and documentation compliance.
• Positive feedback from supervisors and trainees.
  
  

Why Join Us? Our Benefits Make a Difference. We believe great employees deserve great benefits designed to support health, financial well-being, professional growth, and family needs. Most of our core benefits are provided at no cost, reflecting our commitment to investing in the well-being of our team.

• $0 cost Dental Insurance
• $0 cost Vision Insurance
• $0 cost Short Term and Long-Term Disability Insurance
• $0 cost Life Insurance with additional buy up options
• Medical Plan Choices, including one no cost medical option plus two additional buy up plan options
• $0 cost Employee Assistance Program offering confidential counseling and support services
• Employer Health Savings Account Contributions to help offset health expenses
• Retirement Plan Options with generous employer matching contributions
• Paid Parental Leave to support your growing family
  
  

Why You Will Love Working with Us

• Impact: Develop your skills and expertise in a rapidly growing industry, with your work directly influencing the success of mission critical projects.
• Innovation: Immerse yourself in an environment that celebrates forward thinking and continuous improvement.
• Collaborative Spirit: Work closely with engineers, marketers, and other professionals to bring ideas to life.
• Grow With Us: We are committed to your personal and professional development, offering endless opportunities to improve your skills and advance your career.
  
  

At LayerZero, we are proud to be an Equal Opportunity Employer. We welcome and celebrate diversity, and we are committed to creating an inclusive environment for all employees.