Field Technical Support

Rockaway, New Jersey, United States | Technical | Full-time

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Proactive Risk is hiring a Field Technical Operations Support Engineer. In this role, you will provide outstanding onsite remote Level 1 Server Support.

Responsibilities include:

  • Providing triage on support tickets on multiple server and workstation product families
  • Assisting with call home responsibilities and other various administrative duties while onsite with client
  • Assist in the day to day administrative functions of Product Support

Support Call Handling

  • Guarantee internal support to Field Service Engineers by responding to received support calls within 15 minutes and providing quality assistance.
  • Guide and advise Field Service Engineers and other internal Service Support personnel on best practices and cost-conscious sustainable solutions and support options.
  • Guide and recommend to customers on a regular basis value-add support solutions while being conscious of bottom-line impact for both Proactive Risk and customer.
  • Consult with users and customers internally and externally across various functions to engage in system analysis and determine functional support and solution specifications.
  • Confirm clear and consistent documentation on support
  • Document in a timely fashion all actions and resolutions on Support tickets to maintain cross-communication between service departments.
  • Participate and provide on-call availability for 24x7 customer needs as part of a scheduled rotation.
  • Provide entry-level triage support for all incoming support tickets.
  • Responsibly implement corrective action for equipment failures while under extreme pressure.
  • Consistently meet expectations and objectives

Skill Development

  • Identify areas of self-improvement and execute technical skill development in those
  • Work closely with L2 and L3 Support Specialists to develop troubleshooting and support skills.
  • Participate in guided technical skill development sessions
  • Engage in excellent customer service skills when providing remote
  • Ongoing development and improvement of communications

Product Support

  • Complete product support projects with clearly defined deadlines and
  • Participate in day to day administration of Product Support
  • Complete product refinement within support
  • Capable of interpreting maintenance manuals to effectively troubleshoot technology issues that arise and partner with the engineering team to resolve complex matters. Determine appropriate escalation contacts as needed.
  • Engage other departments when appropriate by customer needs (i.e. Purchasing, Field Technical Operations, Sales).
  • Proactively maintain extensive knowledge of technology by participating in training seminars and classes, both technical and customer service related, to stay abreast of technology and informational updates.
  • Provide expertise and availability on sales calls as needed.
  • Share individual experiences and resolutions to maximize the wealth of knowledge across the company.
  • Utilize the company provided resources efficiently and effectively.
  • Continually develops, maintains, reviews and delivers technical, product support and workflow documentation.

Skills and Knowledge:


Education: High School Diploma and 2 years of technical training preferred or equivalent related work experience

Experience: 2-5 years’ experience as a Field Service Engineer preferred

License/Certifications: A+ is preferred and Server + is a requirement within 6 months of joining the team

Software: Familiarity with Windows, Unix, and Linux is preferred

Hardware: Experience with Server types is preferred

 

Key competencies we are looking for in this person:

  • Strong and developed facilitation techniques geared toward adult learning principles
  • Advanced knowledge of systems and technology
  • Exceptional project management skills and the ability to lead complex, multi-layer projects
  • Strong written and verbal communication skills
  • Outstanding problem-solving skills and drive to grow technically
  • Demonstrated customer service skills
  • Resourceful in utilizing all available tools and resources to assist customers with issues

 

Travel: 50%; Valid driver’s license, registration, and insurance are required within 500 miles of 07866