Systems Engineer Job in Scottsdale 85260, Arizona US
JOB SUMMARY:
Reporting to the Systems Engineering Manager, the candidate will be responsible for systems engineering support, management, and diagnosis of present and future Equinox’s products. The candidate will be a direct technical interface, assisting Equinox team members, supporting customer’s technical requirements and problem resolution. The individual will have the responsibility, when needed of assembling and being part of an internal taskforce to assist in any and all customer problem resolutions. Candidate will be required to travel to customer locations, both domestic and international and is requires to have all necessary documentation needed for such travel.
DUTIES AND RESPONSIBILITIES:
Drive problem management activities identify root causes for high priority and recurring issues.
Assist in the designs of POS configurations to enhance a customer’s current system and/or resolve customer anomalies.
Assist in Pre-sales technical support and product presentations when required.
Provide phone support, when needed to identify customer’s system problems through performing a series of standard diagnostic steps.
Help identify and initiate corrective action for problem resolution, consulting with other team members on high profile customer issues and escalate to the appropriate group when needed.
Assist in the resolution of software, hardware, operational, infrastructure and application anomalies.
Collaborate with team members to promote consistent technical build, implementation and support processes.
Documents all customer assistance reports, diagnostic steps and corrective action taken utilizing established, approved diagnostic procedures.
Shall stays current with new and evolving industry technologies, via formal training and self-directed education.
Promptly and effectively provide problem escalation as need.
Adhere to performance and productivity standards established by the candidate’s manager.
Develop and execute test plans to check and identify product anomalies. Report on findings and make recommendations for correcting such anomalies.
Interface with other areas in information systems and stakeholder departments to support existing production systems and to develop and implement new systems.
Participate in root cause, problem and solution analysis.
Logs calls into the Call / Problem Tracking system.
Maintain, support and act upon a Top 10 field incident report.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
Persons applying shall have two to five years’ experience in computer information systems, problem identification and resolution.
Knowledgeable of Point of Sale Applications and environments, such as Visa and ISO5883 message formats.
Knowledgeable of POS line protocols such as Asynchronous and Synchronous.
The individual should have a good working knowledge of modem handshakes.
Candidate must be Knowledgeable in the use of line monitoring tools such as Wire Shark, 3AM or equivalent analog line scopes and GL Communications analyzers.
The individual shall be adept with Payment Authorization Systems.
Candidate must possess general knowledge of networking, routing and switching environments.
Candidate must possess good spoken and written communication skills. Bilingual is a plus.
The individual must be able to use proprietary and standard industry troubleshooting tools, for assistance in problem determination and or problem resolution.
Must be able to create and maintain analytical reports regarding outstanding problem.
Provide assistance and problem determination of the various application POS software/hardware packages, and PC operating systems (Windows/Linux).
Excellent communication skills both written and verbal
Self-motivated, and possess a high level of personal accountability
PHYSICAL REQUIREMENTS FOR THIS JOB:
Work is performed in a normal cubicle office or telecommute environment utilizing standard office equipment; such as, computers, telephones, faxes and copying machines and must be able to enter data on a keyboard. Vision must be adequate to perform required duties. Must be able to understand and communicate with people speaking English as a second language as well as native English speakers with various regional and national accents. Candidate must be able to navigate freely throughout the work area. They also must be able to lift and carry 50 lbs.