Technical Support Engineer

Job Description

M&R Electronic Systems Inc. is a more than 70-year-old 3rd generation family-owned business with a core focus on designing, building, and supporting low voltage systems, including, but not limited to, fire alarm, security, audio / visual and structured cabling for voice and data systems. If you are looking to join a team who strives to be the best in the Chicagoland Area and beyond, has a long-game approach to business, prides itself on doing exceptional work, celebrates service to others, and is willing to invest in you, you should consider M&R Electronic Systems Inc.

Position Description :

We seek a highly motivated and experienced Technical Support Engineer (TSE) to join our team.  The TSE will report to the Service & Support team and perform various service, support, and implementation tasks as assigned.  The successful candidate will triage service calls, resolve hardware and software issues, provide preventative maintenance, and offer escalation support for enterprise solutions.  Attention to detail, exceptional communication skills, and the ability to manage multiple tasks concurrently are essential for success in this role.

Position Duties :

• Triage incoming service calls to identify and resolve issues remotely, minimizing the need to dispatch field technicians whenever possible.
• Diagnose and resolve hardware, software, and networking issues for electronic access control and video surveillance systems.
• Act as an escalation point for project managers and field technicians to offer guidance and assistance.
• Ability to configure security systems and devices, such as video servers, cameras, access control readers, and controllers. Assist in the installation and implementation of new systems when required.
• Remotely provide preventative maintenance services for contract holders, including software and firmware upgrades, Windows patching and updates, software support agreement licensing updates, systems monitoring, and health checks.
• Research and communicate the impact of security vulnerabilities for supported products and implement mitigation measures when necessary.
• Support and maintenance of our “proof-of-concept” (POC) lab.
• Perform remote and onsite training sessions for customers.
• Obtain and keep industry certifications current for security-related equipment, systems, and platforms.
• Participate in internal and external training to stay updated on industry developments.
• Assume additional tasks and responsibilities as determined by business needs.
• Possess excellent oral and written communication skills.
• Excel in multitasking and working under deadlines.
• Maintain a high level of organization and attention to detail.

Requirements :

Position Location and Hours :

This is a full-time, in-person, position in our Lincolnshire, IL office. The typical work week is Monday through Friday, with daily work hours being in a window of time that is approximately 7 : 00 am to 5 : 00 pm. Some Projects or Duties of this position may require alteration to this schedule, including additional hours at times.

Compensation Package :

Contact Information :

If you are interested in this exciting opportunity, please reach out to careers@mandrelectronics.com with your resume and qualifications.