Technical Support Engineer II Job in Raleigh 27605, North Carolina US
Technical Support Engineer II
Status: Full Time, Employee
Career Level: Experienced (Non-Manager)
Location: Headquarters (RTP), North Carolina
Education Level: Associates Degree
About the Company
Digital Safety Technologies, Inc., (DST) a Research Triangle Park, NC company is a full service provider of integrated mobile, rugged, digital and wireless technologies for law enforcement, transportation and corporate applications.
About the Opportunity
The Technical Support Engineer II will service resellers and end-users as well as work closely with internal organizations. This individual will have a wide range of duties including tracking, logging and reporting support requests and bugs. Other duties will include set-up, debug and tests of all aspects of the company’s hardware and software; processing of RMAs’ and returned goods, as well as the assembly and configuration of made-to-order server racks. This individual will play an active role in the escalation path to Engineering and other departments to resolve customer issues.
Duties and Responsibilities
· Provides Tier-II level technical support to Customers via telephone and email.
· Act as a primary agent in Tech Support Call Center system for product related assistance.
· Interface with other internal departments as necessary to resolve product issues (Engineering, Product Marketing, Sales and Operations).
· Participate in the testing of new products during pre-release product cycle.
· Resolve escalated issues within Engineering and help to prioritize unresolved issues.
· Monitor progress of issue resolutions within Engineering and communicate status to Customer and interested parties.
· Recreate and document issues in case tracking software and utilize to resolve issues.
· Create technical documentation.
· Build and assemble test servers and finished-good assemblies for shipment to test and evaluation sites as well as end-users.
· Ability to work safely with hand and electrical tools.
· All other duties as assigned.
Qualifications
· MCSE Preferred
· Strong PC repair skills including board level assembly.
· Knowledge of FTP, DHCP and DNS.
· Strong Understanding of one or more of the following: TCP/IP, UDP and IP Routing.
· Knowledge of Windows 2003 Server, system services and user profiles.
· Working familiarity with RDBMS and SQL.
· Knowledge of automotive electrical systems and accessory installation.
· Digital Video Recording (MPEG encoding and decoding) knowledge a plus.
· Ability to work independently and transfer knowledge to your peers and Customers is required.
· Excellent verbal and written communication skills and the ability to work in a multi-site team / fast paced environment are required.
· Very strong attention to detail.
Experience:
· Associates Degree in computers/networking.
· 3-5 years of experience in the delivery or Support of a Technical solution including call center experience.
· Minimum of 3 years experience with network engineering, including wireless networking (preferred).
Digital Safety Technologies Inc is an equal opportunity employer / Affirmative Action Employer m/f/d/v and will only contact the most qualified candidates.