Full-Time Job Opening || Technical Support Engineer || Hybrid || ROCKAWAY, NJ

Job Description

Communicate directly to end users to assist in questions and / or problem resolution. Document any and all work performed for customers in Salesforce / ServiceMax.

Works with the customer support team in handling Level 1 and 2 system issues. Must have extensive troubleshooting ability via onsite work or remote mechanisms to the customer base.

Can train customers when required.

THIS IS A HYBRID POSITION - 2 Days In Office

Description :

• Install / Upgrade software suite to the integrated solution
• Configure software suite, including but not limited to all software settings, database configuration, define rights and permissions for groups, define sources (video, web, application, etc.

scripting for custom configurations, etc.

• Provide integration services such as but not limited to system IP changes, firewall / NAT explanation, advanced system configurations, etc.
• Troubleshooting of the integrated solution as necessary, which includes addressing hardware and configuration issues, and identifying software / OS issues
• Troubleshooting system configuration, network and software / OS issues
• Troubleshoot display equipment as needed, including interpreting any error codes, determining cable vs. display issues, etc.
• Documenting all customer issues for use by support staff and management
• Training on the integrated solution to client base when necessary

POSITION REQUIREMENTS

Experience :

• Minimum of 5 years of IT experience required
• Minimum of 2 years' experience in a customer support / service environment required
• CTS certification required
• Network+ and / or Security+ preferred
• Minimum one year experience installing, troubleshooting, and maintaining complex TCP / IP network security, routing, and physical network topologies
• Minimum of one year of experience as a System Integrator for Activu or similar role with another company
• Familiar with either Salesforce / ServiceMax cloud applications or other similar CRM systems
• Experience performing component and interface level integration and stability tests
• Strong hardware and software troubleshooting skills with Client, Dell and other server and client systems
• Performing administrator function in a Windows environment, preferably in a cable, telecommunications or audio / visual environment
• Performing installs and troubleshooting of Windows software, network and operating system components
• Proven communication skills relative to the application of technical products and business issues

Specific Skills / Certs :

• Understanding of network configurations to properly configure / troubleshoot where necessary
• Training experience preferred
• Excellent written and verbal communication skills required
• Travel up to 20% of the time
• Other tasks assigned by Management from time to time
• US Citizenship required
• Valid driver's license
• MS Windows Server 2008 / 2012
• MS Windows 7 / 10
• MS Office suite
• Bachelor's Degree Preferred

Physical Demands / Work Environment :

• Typical office plus warehouse assembly environment; majority of time on warehouse floor or at installation site as part of daily routine.
• May on occasion be required to lift equipment, tools, materials, and load and unload equipment weighing a minimum of 50 pounds.

Benefits :

• Medical, Dental, and Vision
• Life & Disability
• Accidental Death & Dismemberment insurance
• Flexible Spending Account
• 401(k) program + Corporate Match
• PTO & Vacation
6 days ago