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Technical Support Engineer
3 months ago
Top Skills:
1) 5-10 years of advanced technical support experience required.
2) Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets).
3) Excellent customer service and communication skills required to understand the issue for prompt problem solving and to provide regular status updates to ensure we meet SLAs.
Summary:
The main function of the support engineer is to support engineering projects by adapting and applying engineering techniques, conducting tests and inspections, and preparing reports and calculations.
Job Responsibilities:
Determine engineering requirements by conducting inspections and analytical tests, analyzing and synthesizing data, maintaining control charts, determining root causes, and preparing bid specifications.
Resolve engineering problems by collecting analyzing information, researching, analyzing, adapting, and modifying engineering techniques.
Recommend solutions and prepare drawings, schematics, and diagrams.
Meet cost standards by preparing cost-benefit analyses, and track and report expenses.
Maintain and improve quality results by completing quality assurance tests, following standards, studying, evaluating, and re-designing processes, and implementing changes.
Collect and enter data, generate reports and presentations, and summarize data and trends.
Skills:
Creativity, verbal and written communication skills, analytical and problem solving ability.
Team player and detail oriented.
Basic ability to make sketches, engineering drawings and common computations.
Basic ability to perform details calculations to compute and establish manufacturing, construction and installation standards and specifications.
Basic knowledge of the practical application of engineering science and technology. Previous experience with computer applications and design software related to engineering field.
Education/Experience:
Associates degree in engineering technology or related field required.
5-7 years experience required.
Necessary Skills / Attributes
o Bachelor's Degree with 5-10 years of advanced technical support experience is required. Technical degree preferred.
o Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets).
o Must be flexible to work 2nd and 3rd shifts.
o Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, Good Technology, KNOX)
o Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/Lotus Notes/O365).
o Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
o Solid foundation and understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/GC)
o Strong foundation and understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)
o Solid understanding of emerging technologies, standards, and best practices for mobile development.
o Thorough knowledge and experience in different mobile development platforms including device data retrieval processes (WM 10, BB, iOS, Android, et al).
o Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
o Deep understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
o Solid understanding of mobile email message flow.
o Must be comfortable working in stressful situations and navigating complex organizational hierarchies
