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Technical Support Engineer

Job Description

Technical Support Engineer // Morrisville, NC (27560)


This position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for Company products (such as Nurse Call, Emergency Call, Mobility, and Unite Middleware Systems). The Technical Support Engineer I will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies.


Qualifications

  • Associates degree or 2 years of Company product experience or 3+ years' experience working with Nurse Call, Middleware, telecommunications, or wireless technology (DECT or 802.11)
  • 1 year experience in Customer Support role utilizing phone, e-mail and web-based systems
  • 2 years' experience with server hardware and Microsoft Windows Server operating systems
  • 1 year experience with telecommunications or WLAN
  • 1 year experience with Desktop Operating systems
  • 1 year experience with basic IP communication
  • Microsoft Server and Desktop operating systems
  • TCP/IP Networking
  • Microsoft SQL Server
  • Wireless Networking
  • PC skills (Microsoft Office)
  • Basic telephony knowledge
  • Excellent customer management skills
  • Excellent interpersonal skills, including verbal and written communications
  • Excellent troubleshooting and problem solving skills
  • Detail oriented, highly responsive and customer focused
  • Ability to work independently and have a strong social presence with team interaction


Training
Technical Support Engineer I must successfully complete within the first 9 months in position (obtain certifications where applicable):

  • IP-DECT
  • UNITE Basic
  • VoWiFi
  • Telecare IP
  • Telligence


Responsibilities

  • Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues
  • Investigate and isolate hardware and software problems using documented procedures and appropriate tools
  • Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed
  • Establish and maintain strong technical knowledge in networking, operating systems, and all company's products at the administrator level, with successful completion of the technical training classes and industry training through self-education
  • Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker
  • Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities
  • Maintain technical support lab equipment and records
  • Provide cross training for more junior technical support engineers
  • Perform customer service duties such as answering, routing, and following up on inbound communications for the support team
  • Perform on-call coverage and after-hours duty as business needs dictate
  • Position will require travel up to 15% of the time, including overnight travel
  • Other duties as assigned


Personal Skills
Since we are an international company and have collaboration with people in different countries, it is important that one has an understanding of cultural diversity. It is fundamental that this candidate has the ability to cooperate and to guide others through mentoring and coaching. This role optimizes time management skills and the ability to plan and prioritize your own work. We also believe that you are able to work independently and like to work process-oriented.

Benefits
We recognize employees as people with responsibilities outside of the office. There is a true desire to provide optional tools that assist employees in protecting themselves as well as their immediate family.

Group benefits start with major medical insurance with a national carrier. Dental, Vision, Life and LTD insurances are included at little to no additional cost for employee or family coverage.

We contribute a majority of the costs for employees to obtain coverage for themselves and their family.

We provide employees with an optional 401k plan after 60 days of full time employment.

Job Requirements

Technical Support Engineer // Morrisville, NC (27560) This position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for Company products (such as Nurse Call, Emergency Call, Mobility, and Unite Middleware Systems). The Technical Support Engineer I will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies. Qualifications •Associates degree or 2 years of Company product experience or 3+ years' experience working with Nurse Call, Middleware, telecommunications, or wireless technology (DECT or 802.11) •1 year experience in Customer Support role utilizing phone, e-mail and web-based systems •2 years' experience with server hardware and Microsoft Windows Server operating systems •1 year experience with telecommunications or WLAN •1 year experience with Desktop Operating systems •1 year experience with basic IP communication •Microsoft Server and Desktop operating systems •TCP/IP Networking •Microsoft SQL Server •Wireless Networking •PC skills (Microsoft Office) •Basic telephony knowledge •Excellent customer management skills •Excellent interpersonal skills, including verbal and written communications •Excellent troubleshooting and problem solving skills •Detail oriented, highly responsive and customer focused •Ability to work independently and have a strong social presence with team interaction Training Technical Support Engineer I must successfully complete within the first 9 months in position (obtain certifications where applicable): •IP-DECT •UNITE Basic •VoWiFi •Telecare IP •Telligence Responsibilities •Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues •Investigate and isolate hardware and software problems using documented procedures and appropriate tools •Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed •Establish and maintain strong technical knowledge in networking, operating systems, and all company's products at the administrator level, with successful completion of the technical training classes and industry training through self-education •Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker •Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities •Maintain technical support lab equipment and records •Provide cross training for more junior technical support engineers •Perform customer service duties such as answering, routing, and following up on inbound communications for the support team •Perform on-call coverage and after-hours duty as business needs dictate •Position will require travel up to 15% of the time, including overnight travel •Other duties as assigned Personal Skills Since we are an international company and have collaboration with people in different countries, it is important that one has an understanding of cultural diversity. It is fundamental that this candidate has the ability to cooperate and to guide others through mentoring and coaching. This role optimizes time management skills and the ability to plan and prioritize your own work. We also believe that you are able to work independently and like to work process-oriented. Benefits We recognize employees as people with responsibilities outside of the office. There is a true desire to provide optional tools that assist employees in protecting themselves as well as their immediate family. Group benefits start with major medical insurance with a national carrier. Dental, Vision, Life and LTD insurances are included at little to no additional cost for employee or family coverage. We contribute a majority of the costs for employees to obtain coverage for themselves and their family. We provide employees with an optional 401k plan after 60 days of full time employment.

Job Snapshot

Location US-NC-Morrisville
Employment Type Full-Time
Pay Type Year
Pay Rate $70,000.00 - $78,000.00 /Year
Store Type IT & Technical
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Company Overview

AIC (part of ACS Group)

Analysts International Corporation (AIC) is an IT services firm fully dedicated to the success and satisfaction of its customers. From IT staffing to project-based solutions, AIC provides a broad range of services designed to help businesses and government agencies drive value, control costs and deliver on the promise of a more efficient and productive enterprise. Learn More

Contact Information

US-NC-Morrisville
AIC
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Snapshot
AIC (part of ACS Group)
Company:
US-NC-Morrisville
Location:
Full-Time
Employment Type:
Year
Pay Type:
$70,000.00 - $78,000.00 /Year
Pay Rate:
IT & Technical
Store Type:

Job Description

Technical Support Engineer // Morrisville, NC (27560)


This position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for Company products (such as Nurse Call, Emergency Call, Mobility, and Unite Middleware Systems). The Technical Support Engineer I will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies.


Qualifications

  • Associates degree or 2 years of Company product experience or 3+ years' experience working with Nurse Call, Middleware, telecommunications, or wireless technology (DECT or 802.11)
  • 1 year experience in Customer Support role utilizing phone, e-mail and web-based systems
  • 2 years' experience with server hardware and Microsoft Windows Server operating systems
  • 1 year experience with telecommunications or WLAN
  • 1 year experience with Desktop Operating systems
  • 1 year experience with basic IP communication
  • Microsoft Server and Desktop operating systems
  • TCP/IP Networking
  • Microsoft SQL Server
  • Wireless Networking
  • PC skills (Microsoft Office)
  • Basic telephony knowledge
  • Excellent customer management skills
  • Excellent interpersonal skills, including verbal and written communications
  • Excellent troubleshooting and problem solving skills
  • Detail oriented, highly responsive and customer focused
  • Ability to work independently and have a strong social presence with team interaction


Training
Technical Support Engineer I must successfully complete within the first 9 months in position (obtain certifications where applicable):

  • IP-DECT
  • UNITE Basic
  • VoWiFi
  • Telecare IP
  • Telligence


Responsibilities

  • Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues
  • Investigate and isolate hardware and software problems using documented procedures and appropriate tools
  • Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed
  • Establish and maintain strong technical knowledge in networking, operating systems, and all company's products at the administrator level, with successful completion of the technical training classes and industry training through self-education
  • Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker
  • Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities
  • Maintain technical support lab equipment and records
  • Provide cross training for more junior technical support engineers
  • Perform customer service duties such as answering, routing, and following up on inbound communications for the support team
  • Perform on-call coverage and after-hours duty as business needs dictate
  • Position will require travel up to 15% of the time, including overnight travel
  • Other duties as assigned


Personal Skills
Since we are an international company and have collaboration with people in different countries, it is important that one has an understanding of cultural diversity. It is fundamental that this candidate has the ability to cooperate and to guide others through mentoring and coaching. This role optimizes time management skills and the ability to plan and prioritize your own work. We also believe that you are able to work independently and like to work process-oriented.

Benefits
We recognize employees as people with responsibilities outside of the office. There is a true desire to provide optional tools that assist employees in protecting themselves as well as their immediate family.

Group benefits start with major medical insurance with a national carrier. Dental, Vision, Life and LTD insurances are included at little to no additional cost for employee or family coverage.

We contribute a majority of the costs for employees to obtain coverage for themselves and their family.

We provide employees with an optional 401k plan after 60 days of full time employment.

Job Requirements

Technical Support Engineer // Morrisville, NC (27560) This position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for Company products (such as Nurse Call, Emergency Call, Mobility, and Unite Middleware Systems). The Technical Support Engineer I will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies. Qualifications •Associates degree or 2 years of Company product experience or 3+ years' experience working with Nurse Call, Middleware, telecommunications, or wireless technology (DECT or 802.11) •1 year experience in Customer Support role utilizing phone, e-mail and web-based systems •2 years' experience with server hardware and Microsoft Windows Server operating systems •1 year experience with telecommunications or WLAN •1 year experience with Desktop Operating systems •1 year experience with basic IP communication •Microsoft Server and Desktop operating systems •TCP/IP Networking •Microsoft SQL Server •Wireless Networking •PC skills (Microsoft Office) •Basic telephony knowledge •Excellent customer management skills •Excellent interpersonal skills, including verbal and written communications •Excellent troubleshooting and problem solving skills •Detail oriented, highly responsive and customer focused •Ability to work independently and have a strong social presence with team interaction Training Technical Support Engineer I must successfully complete within the first 9 months in position (obtain certifications where applicable): •IP-DECT •UNITE Basic •VoWiFi •Telecare IP •Telligence Responsibilities •Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues •Investigate and isolate hardware and software problems using documented procedures and appropriate tools •Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed •Establish and maintain strong technical knowledge in networking, operating systems, and all company's products at the administrator level, with successful completion of the technical training classes and industry training through self-education •Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker •Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities •Maintain technical support lab equipment and records •Provide cross training for more junior technical support engineers •Perform customer service duties such as answering, routing, and following up on inbound communications for the support team •Perform on-call coverage and after-hours duty as business needs dictate •Position will require travel up to 15% of the time, including overnight travel •Other duties as assigned Personal Skills Since we are an international company and have collaboration with people in different countries, it is important that one has an understanding of cultural diversity. It is fundamental that this candidate has the ability to cooperate and to guide others through mentoring and coaching. This role optimizes time management skills and the ability to plan and prioritize your own work. We also believe that you are able to work independently and like to work process-oriented. Benefits We recognize employees as people with responsibilities outside of the office. There is a true desire to provide optional tools that assist employees in protecting themselves as well as their immediate family. Group benefits start with major medical insurance with a national carrier. Dental, Vision, Life and LTD insurances are included at little to no additional cost for employee or family coverage. We contribute a majority of the costs for employees to obtain coverage for themselves and their family. We provide employees with an optional 401k plan after 60 days of full time employment.
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