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System Support Specialist

2 months ago

Bensenville, United States Cinter Career Full time

The position is responsible for a Hardware/Software System Support to provide technical assistance and service to our customers. You will install, test, troubleshoot, pre-/after-services and maintain hardware and software systems. To succeed in this role, you should have a problem-solving attitude along with the ability to communicate with our customers and team effectively. Ultimately, you will ensure prompt and accurate customer service and increase customer satisfaction.

  • Client (type/ industry) : A manufacturer of equipment for public transportation, and industrial equipment engaging
  • Working Location: Bensenville, Illinois / Onsite
  • Employment Type : Full Time Exempt
  • Salary : $60-70K
  • Benefit: Yes, includes PTO, insurances and others
  • VISA support: N/A
  • Language: English, Japanese - Optional
JOB DESCRIPTION:
Customer Support - Troubleshooting
  • Work on the front lines in person or remotely for troubleshooting and answering questions
  • Address customer issues regarding hardware, software and networking
  • Ask targeted questions to diagnose problems
  • Conduct remote troubleshooting
  • Walk customers through steps to resolve issues
  • Record technical issues and solutions in logs/reports
  • Escalate unresolved issues to the next level of support personnel

Customer Support - Day-to-Day Support Activities
  • Discern customer needs and offer advice or recommendations
  • Implement product demonstrations
  • Report customer feedback and potential product requests
  • Provide service and customer support during field visits
  • Train customer
  • Follow up with customer to ensure their systems are functional
  • Formulate relationships of trust with customers
  • Other Responsibilities

Other Responsibilities
  • Help create technical documentation and manuals, as required
  • Team up with colleagues and pass on important information
  • Help sales team by providing technical supports
  • Other miscellaneous duties assigned by the supervisor.

QUALIFICATIONS AND REQUIREMENTS:
  • Bachelor's degree in engineering, engineering management or equivalent
  • Over five years' experience in software engineering role
  • Experiences in electronics reliability industry
  • Proven experience as a Support Technician or in relevant fields
  • Willingness to travel both domestically and overseas
  • Must be able to work any shift and extra hours
  • Prioritize tasks based on urgency and importance.
  • Excellent organization, time management, and reporting skills
  • Good knowledge of English
  • Capability to use basic mechanic tools.
  • Capability to assemble/maintain mechanical components
  • Capability to use a web-based issue tracking system (JIRA).
  • Hands-on experience with Windows OS environment
  • Hands-on experience with web conference tools (e.g. Zoom, MS Teams, Google Meet)
  • Capability to use tools required for remote diagnostics (e.g. VPN, remote desktop)
  • Basic knowledge on IP network configurations (static IP address/DHCP, subnet mask, IP forwarding)
  • Technical degree or certification
  • Experience with Linux OS environment
  • Experience with Amazon Web Services (e.g. EC2, RDS, Lambda)
  • (Optional) Basic knowledge on transportation industries
  • (Optional) Knowledge of Japanese Language


PHISICAL AND MENTAL REQUIREMENTS:
  • Communicate effectively with team members and other departments to gather necessary information.
  • Need to work in evening/night or on weekend occasionally
  • Need to travel to and stay at customer locations across North America for multiple days or sometimes multiple weeks
  • You are faced with constant interruptions and must meet and communicate in person, by computer and by telephone with others on a regular basis.
  • You must spend long hours on the computer, which requires attention to detail and high levels of accuracy.
  • There are a number of deadlines associated with this position, which may cause significant stress.
  • You must also deal with a wide variety of people on various issues.
  • Light work such as moving objects is required occasionally.
  • This position will spend long hours sitting and using office equipment and computers, which requires visual and manual ability. There will also be instances where he/she may have to do some lifting of supplies and materials from time to time
  • This position must spend long hours in intense concentration.
  • There are a number of deadlines associated with this position, which may cause significant stress.

PERSONAL ATTRIBUTES

This position requires to maintain strict confidentiality in performing all project and other duties. It must also demonstrate the following personal attributes:
  • Be honest and trustworthy
  • Be respectful
  • Possess cultural awareness and sensitivity
  • Be flexible
  • Demonstrate sound work ethics