Technical Support Engineer OEM Direct Hire Hackensack Full Benefit Package

Technical Support Engineer
Job Description:
We’re looking for a dedicated person to join our support team in providing technical guidance for dealers and resellers. They must have excellent communication skills and be comfortable with technology and learning a new product. The candidate will become an expert in the OEM’s product line and be continuously seeking to expand their knowledge. The person will work to resolve issues via phone, email, and occasionally in person.
Responsibilities:
The responsibilities include but are not limited to finding a positive outcome for customer satisfaction. A significant portion of each day will be spent communicating with customers via phone, e-mail, chat, or in-person.
• Interact directly with customers and OEM’s dealers responding to technical information requests & problem reports related to the OEM’s hardware & software products
• Assess the severity of incoming issues and escalate to senior staff when appropriate
• Continuously expanding their knowledge to become senior staff
• Aid customers in the proper provisioning, configuration & installation of OEM’s hardware and software
• Record & document customer communications via the issue tracking systems and product defect tracking systems
• Troubleshooting and resolving problems directly or working with engineering and production to resolve hardware problems
Qualifications
Required Qualifications
• Excellent verbal & written communication skills. Must be well-spoken over electronic communications with an ability and willingness to work directly with customers to resolve complex technical issues
• Excellent troubleshooting skills. Must have an analytical mind which can apply troubleshooting skills systemically and methodically to identify the root cause and resolve problems
• Self-motivated & able to work in a professional environment with limited direct supervision
• The candidate must be able to demonstrate technical proficiency with a software system that they have worked with in the past and be able to explain how it works.
Preferred Qualifications
• Experience working in a support environment
• Grasp of computer architecture and server hardware
• Knowledge of TCP/IP network design, switching, configuration and debugging skills
• Experience writing computer programs or automation scripts.
• Working knowledge of Linux (Debian or similar) and Windows operating systems at the system administrator level
• Knowledge of VoIP protocols, including but not limited to H.323, SIP, SCCP (SKINNY), etc. is a plus, but not required
• Exposure and working knowledge of some but not all traditional telecommunications technologies, such as analog telephones and trunks, T1 & E1, ISDN-PRI, is also a plus, but not required
• Available to travel up from 5-25% depending on demand
• Preference will be given to candidates with BS in Computer Science, Computer Engineering, Electrical Engineering, Telecommunications, and/or 3 years equivalent level of relevant technical experience.
• Ability to work nonstandard hours.
• Ability to commute at least 3 days a week to the NJ office.
• DoD Security clearance
Local candidates only
Equal opportunity employer- vets/disabled