Position Overview
The IT Support Engineer Will Provide professional application technical support & consultation to clients. The position requires a knowledge of the Windows Operating system, old and new, with a primary focus on the installation and peripheral connectivity needed for CAD/CAM software in an office/manufacturing environment. You’ll be responsible for maintaining the systems that allow organizations to function and communicate, both internally and externally, on a daily basis. Take ownership of customer support issues and push them to resolution Provide guidance and training for support staff of all levels; execute
escalation procedures when applicable, as defined by management.
We are growing up fast and are looking for people who want to develop with us. We believe in a high intelligence, no ego work environment and foster collaboration as a team.
Primary Responsibilities:
Provide tier 1 & 2 support: act as initial escalation point for Installation & Device Management Support for staff and the customer
Responsible for analyzing and responding to support tickets in adherence with SLA.
Act as a liaison with management to inform of progress, request information, manage expectations and close out issues.
Continually monitor and update all assigned cases in support ticket system with timeliness,
accuracy, and relevant information and using appropriate customer-facing communication as
judged by management.
Work collaboratively with customers and technical groups for connectivity to various devices/interfaces/applications.
Maintain and assist in managing test environments for problem replication.
Lead installation, implementation and client coordination of testing fixes provided by
Development for Production related issues; document work following change control
Protocol.
Maintain and expand product knowledge/expertise by learning, as necessary
Qualifications/Experience:
Experience with support of technical services and ability to quickly learn the
technical aspects needed to support the products – Must
Prior experience in supporting customers of CAD/CAM software applications – Must
Expertise in one or more specialized areas of IT such as Microsoft Operating System Administration (Workstation: XP-10 & Server: 2003-2012 ), Advanced Troubleshooting skills in a multi-user environment, Understanding of networking concepts such as DNS, DHCP, Email, HTTP, and TCP/IP protocols and applications, and Device connectivity using multiple protocols (Serial RS-232,USB,Ethernet) along with associated drivers.
Good verbal/phone presence – experience in call center or customer support is a
plus.
Ability to multi-task and manage changing priorities to meet demands of clients
Demonstrated ability to contribute to an atmosphere of teamwork through collaborative
behavior and open communications
Successful candidate must enjoy problem-solving, which is a significant part of the job
Bachelor’s degree (concentration in Computer Science or Computer Engineering preferred)
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