The Field Tech Support Engineer is responsible for providing direct and on-site technical support to the customer's hardware and software products.
DUTIES & RESPONSIBILITIES
-Installs hardware, software, X-load, matcher, partitioning, disk space analysis, etc.
-Prepares preventative maintenance schedules for remote sites
-Performs preventative and remedial hardware and software maintenance and system administration on assigned products; Provides assistance on installations and removals. Installs field change orders, when required.
-Writes UNIX shell scripts to analyze and process data, write utilities to simplify operations and communications
-Ensures defective parts are returned correctly and in a timely manner
-Tracks assigned inventory
-Troubleshoots and promptly escalates customer service issues and other systems anomalies to Technical Support and Support Management to ensure a swift solution
-Makes decision for proper support procedures when system problems arise
-Works with software developers on system enhancements
-Prepares and reports status and attends project support meetings to ensure compliance with customer requirements.
SKILLS AND QUALIFICATIONS
-Must have a Bachelor's degree in CS (technical field) OR attended technical school
-Three years of experience in technical field service/customer support
-Must demonstrate an intermediate knowledge of central processing units and customer service techniques
-Must be able to run associated diagnostics
-Must have experience using UNIX in a professional environment
-Must have strong computer skills with a good knowledge of Windows OS; must be comfortable with hardware and software solutions
-Must have good decision-making skills to be able to take appropriate decisions within the framework of established department and company policies and practices in a remote environment
-Must have excellent analytical and problem-solving skills to be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors
-Must be able to operate independently with minimal supervision within established department/company practices and execute appropriate action
-Must be customer oriented
-Must have excellent verbal and written communication as well interpersonal skills to be able to interact effectively and precisely with company staff and clients
-Must be able to maintain a professional appearance at all times
-Must be willing to travel and to work at alternate hours when required to meet varying customer volume requirements
-Must have a valid driver's license and a reliable transportation for long distance driving
DESIRABLE SKILLS AND QUALIFICATIONS
-Linux Systems Administrator
-SQL database skills
-Windows System Administrator or Windows MSCE Certification