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Product Support Technician

Product Support Technician

Glyph TechnologiesCortland, NY, US
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Job Description

Job Description

The Glyph Product Support Technician independently executes and / or oversees repairs to product returned for warranty service, handles product issues, recovering client data, shipping, and receiving of RMAs and any other duties as requested by management and / or required to maintain operation of the Glyph Service Department.

PRODUCT SUPPORT TECHNICIAN PRIMARY RESPONSIBILIITIES

  • Troubleshoot and repair product returned via RMA.
  • Recover / restore client data.
  • Interact with Engineering and Product Development as requested, reporting on recurring product issues.
  • Recommend new or revised service policies and procedures regarding handling warranty and non-warranty service matters.

KNOWLEDGE AND SKILL REQUIREMENTS

  • Experience with audio recording and film editing environments (content creation applications, Pro Tools, Logic, Final Cut, Media Composer, proficiency in audio, video, and photography workflows) a major plus!
  • The ability to write code for data recovery and understanding Linux are both a major plus!
  • Familiar with Mac OS as well as Windows PC (Linux a plus!). IT experience a major plus.
  • Detail-oriented and ability to follow guidelines and instructions.
  • Ability to multi-task and work with minimum supervision.
  • Problem solving skills as well as an ability to prioritize work demands.
  • Two years of college or equivalent post-high school computer education.
  • Identifies opportunities and implements actions to continually reduce wasted time, money, and resources from assigned tasks.
  • The ideal candidate must also have technical expertise in fixing and repairing computers and external hard drives. Versed in both Windows and Mac (Linux is a plus plus!).
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