Job Description
Technical Support Engineer
FTE full time
Onsite (Locations: Irvine CA, Detroit MI, & Boston MA)
Work Authorization/Security Clearance
Must be US citizen
As a technical support engineer quickly becomes an expert user and administrator of the Device Lifecycle Management (DLM) system. They work as part of small and highly productive team to meet the needs of our growing and evolving fast-paced business. In addition to being DLM experts, the technical support engineer works diligently to ensure that our customers’ needs are met in a timely fashion. The engineer must be passionate, versatile, flexible, and eager to tackle difficult customer challenges.
Essential Functions
- Administer the DLM system, as an expert, on behalf of customers
- Work on-site with customers and attend customer meetings as needed
- Take ownership of reported customer issues, and see problems through to resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues
- Manage the customer issue ticketing system
- Capture and formally document customer requirements
- Properly escalate unresolved issues to appropriate internal teams
- Liaison between customers and the engineering team
- Follow-up on action items and escalate issues as needed
- Ensure all issues are properly logged
- Provide accurate and timely reports
- Maintain a positive and constructive relationship with customers
- Work under general supervision
- Occasionally travel to remote customer sites
- Other tasks that may arise
Competencies
- Working knowledge of major operating systems including Windows, OS-X, and Linux
- Ability to diagnose and troubleshoot basic technical issues and drive action items to closure
- Familiarity with remote desktop applications and help desk software like Zendesk
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Strong organizational skills and diligent record keeping
- Flexible, thoughtful, accountable, and passionate about work with a willingness to learn
- MS Office literacy including Word, Excel, and PowerPoint
- Familiarity with core web technologies including HTML and JavaScript
- Familiarity with web security technologies like PKI and TLS
Education and Experience
Bachelor’s degree in software, computer, electronics, or other relevant engineering disciplines. Proven work experience as an Engineer or Technical Support Engineer or similar role
Contact: Rusty@NortecStaffing.com
Please note that Nortec Staffing exclusively communicates with candidates through Nortec Staffing email addresses ending with @NortecStaffing.com. Equal Employment Opportunity at Nortec Staffing, we are committed to fostering a workplace that upholds the principles of equal employment opportunity. We firmly believe in providing all employees and job applicants with fair and equitable treatment, irrespective of factors such as race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other protected classification under applicable local, state, or federal laws. Our dedication to equal opportunity extends across all facets of employment, including but not limited to hiring, job assignments, compensation, promotions, benefits, training, disciplinary actions, and terminations.
At Nortec Staffing, we are proud to create an inclusive and diverse environment where every individual is valued and respected. We recognize that different individuals may require reasonable accommodation to fully participate in our application process or perform their job duties. Requesting accommodation is entirely voluntary, and we are committed to assessing and providing appropriate accommodation as needed. If you require accommodation, please reach out to us at Rusty@NortecStaffing.com, and we will work together to ensure an equitable and accessible experience.