Technical Support Engineer
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Seeking a resourceful, detail oriented and IT savvy individual to fill the position of Technical Support Engineer. This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network and security issues. The successful candidate will be self-motivated, patient and able to accomplish multiple tasks at once with little supervision.
Design, project plan and implement complex applications in Appspace proprietary software
Configure equipment to resolve connectivity issues and network related challenges including firewalls, ports, TCP/IP settings and complex security issues
Configuration and management of PCs as well as Cisco DMP, MediVue, BrightSign, Chromebox, Crestron and other devices using Appspace software
Will work on projects in various stages including prep work, building test environments, and verifying deployment correctness as well as project deployment
Provide 2nd tier support and training to junior support members to help them resolve customer issues
Will manage escalations in JIRA and be the liaison between the Support team and the Product development team
Perform QA testing of new products and provide feedback to the Development team
Continue to expand their knowledge of both Appspace proprietary software as well as relevant IT skills such as scripting, HTML5, APIs, etc.
May travel to customer locations to provide advanced support and/or training
Experience, skills, and education
Excellent oral and written communication skills are essential
Creative problem resolution skills, and the ability to solve problems by analytical reasoning rather than repetitive learning.
Trustworthy, reliable, and a customer-focused
Excellent ability to confidently communicate technical issues and game plans to multiple audiences, at a technical expert level
Advanced proficiency in Windows XP/Windows 7/Windows 8 and 10 operating systems
Troubleshooting experience with Windows 2008 R2/2012 R2, Windows 2012 server installations
Knowledge of networking including LAN/WAN monitoring, TCP/IP config, traffic types, understanding DHCP and DNS services/servers, proxy servers, firewalls and VPN
Experience with IIS configuration, website hosting, and Linux/Unix-like operating systems
Experience with database queries on both MySQL and MS SQL 2012
Bachelor’s degree in IT/Computer Science, Engineering, or related discipline preferred
At least 5 years’ experience troubleshooting problems in IT/Software applications; SaaS preferred
1+ years of supervisory and/or management experience preferred
1+ years of troubleshooting Network/Security problems preferred
Working knowledge of JIRA and Salesforce preferred