Technical Support Center Engineer - Tier 2

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Receive calls and provide step-by-step guidelines for the resolution of a projection and sound related issue
• Document and track issues to meet SLA requirements and escalate, if necessary
• Analyze problems, perform troubleshooting and incident response, communicate professionally with theatre managers and field service engineers and track problems through to resolution
• Share in the fulfilment of field service responsibilities for Knoxville locations, when assigned by the TSC Manager
• Explain highly technical details to theatre managers using simple understandable terms
• Maintain an up-to-date knowledge of digital cinema equipment
• Assist with producing and updating knowledgebase documentation
• Place parts orders as requested by field techs and directors
• Ability to add items and make changes to existing orders
• Motivate others through leading by example in a team environment
• Regular and consistent attendance
• Assist Tier TSC Engineers with cases they might not be familiar with
• Provide training to Tier TSC Engineers so they can better support the callers with minimum assistance
• Assist with maintaining lab as requested by the TSC Manager

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Skills :

• Must have a developed electrical, mechanical, and technical aptitude
• Must possess good verbal and written communication skills
• Must have an extensive knowledge of digital cinema systems, and computer network infrastructure
• Excellent customer service skills
• Excellent mechanical / technical skills
• Advanced PC skills with a working knowledge of associated software, including spreadsheets
• Identify problems, gather relevant data, and note possible causes and solutions
• Must be capable of configuring and maintaining digital cinema systems and computer networks
• Must agree to participate in company-sponsored continuing education, including industry seminars and college-level courses
• Must be able to communicate effectively with managers, supervisors and vendors
• Must be familiar with technical terms related to the job
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Education / Experience :

Three () years experience supporting Digital Cinema via TSC or field support, or an equivalent combination of education and experience.

Certificates, Licenses, Registrations :

Comptia Net + Certification is desirable

Knowledge of Linux Systems is highly desirable

Language Ability :

Must have good reading, writing and speaking skills to effectively communicate with studios, managers, and co-workers.

Math Ability :

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio, and percent, and to develop and interpret charts.

Reasoning Ability :

Perform under pressure and / or opposition at times relying on your own independent judgment and knowledge to decide the best directions and solutions.

Computer Skills :

Microsoft Outlook, Word, Excel, database software

Supervisory Responsibilities :

This position has no direct supervisory responsibilities.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the environment is moderate.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job the employee is frequently required to stand, walk, sit, and use hands to finger, handle, or feel;

reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

The employee is occasionally required to lift up to pounds.