Technical Support Engineer
Full time/Direct hire
Rockaway, NJ
Hybrid position in office (07866) 2 days a week mandatory (after 90 prohibition period)
SUMMARY
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 technical 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.
Hybrid position in office 2 days a week mandatory (after prohibition period)
ESSENTIAL DUTIES & RESPONSIBILITIES
Install/Upgrade Activu software suite to the integrated solution
Configure Activu 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
Mandatory after-hours on-call rotation
Must have a reliable internet connection and appropriate work from home environment.
SUPERVISORY RESPONSIBILITIES
This position has no direct reports
EDUCATION
Associate degree or equivalent experience required
EXPERIENCE / SKILLS / CERTIFICATIONS
Experience
Minimum of 5 years of IT experience required
Minimum of 2 years' experience in a customer support/service environment required
CTS certification preferred
Network+ and/or Security+ or comparable required
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 an Implementation Engineer for Activu or similar role with another company
Familiar with NetSuite cloud applications or other similar CRM ticketing 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 / Certifications
Understanding of network configurations to properly configure/troubleshoot where necessary
Training experience preferred
Excellent written and verbal communication skills required
Travel to customer locations may be required
Other tasks assigned by Management from time to time
MS Windows Server 2016/2019/2022
MS Windows 10/11
MS Office suite
US Citizenship required
Valid driver's license
PHYSICAL DEMANDS / WORK ENVIRONMENT
Light duties typical office plus repair shop assistance.
Technical Support Engineer • Rockaway, New Jersey, United States
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