• Autonomously manage Harvey Norman Techbay, acting as an escalation/resolution point between other staff and proprietor for more challenging issues and problematic customers• Manage the new setup, upgrade, and warranty/non-warranty repairs and faulty returns of customer desktops (including custom-built in store workstations and gaming desktops), laptops, peripherals, tablets, and mobile phones.• Provide technical training on software, hardware, and network troubleshooting to staff and customers• Coordinate all aspects of ticketing system, ensuring that staff stayed on top of jobs and completed them in a reasonable time• Deliver PC and Mac support in store and via phone, email, remote desktop, and site visits • Research and troubleshoot difficult problems through internal Slack server for technicians, and well as external knowledgebases when necessary• Recover data from damaged or non-functioning devices using external hardware devices, command line, and bootable Windows preinstallation environments