Support Engineer

Position Overview

We are looking for a customer-oriented Support Engineer to provide technical assistance for a range of software and hardware solutions used by clients worldwide. The role demands ensuring system reliability, managing incidents, troubleshooting advanced technical problems, working in concert with field technicians and vendors, and maintaining a superior customer service experience.

As you advance, you will become an expert in multiple products, aid in installations, daily operations, and handle escalated technical challenges. You will engage with customers, engineering and implementation teams, as well as external partners, juggling various tasks in an energetic, fast-moving setting.

Key Responsibilities

• Monitor and respond to system alerts via a ticketing platform.
• Conduct Level 1 and Level 2 troubleshooting, progressing to Level 3 as expertise increases.
• Diagnose and fix issues related to software, hardware, networking, and overall system performance.
• Escalate complex problems to the suitable internal or external teams.
• Adhere to service level agreements regarding response and resolution timeframes.
• Offer remote assistance to customers, field engineers, and help desk personnel.
• Troubleshoot Windows, Linux, and edge computing setups.
• Resolve hardware malfunctions involving servers, media players, displays, kiosks, and peripherals.
• Perform administrative duties on content management, digital media, kiosks, and CCTV systems.
• Carry out network diagnostics and address connectivity concerns.
• Maintain system stability, performance, and uptime.
• Assist with hardware and software provisioning, configuration, staging, and deployment.
• Support OS builds, firmware updates, and application rollouts.
• Coordinate device replacements, warranty returns, and component changes.
• Ensure hardware and software setups comply with standards.
• Keep precise inventory of deployed devices and spare parts.
• Track devices through repair and replacement cycles.
• Support inventory audits and equipment distribution.
• Record incidents, solutions, and technical updates in the ticketing system.
• Create and update standard operating procedures, troubleshooting manuals, and knowledge base content.
• Identify recurring problems and suggest long-term improvements for product reliability and workflow efficiency.
• Help with customer deployments and rollouts.
• Participate in on-call rotation for critical issues outside regular business hours.

Qualifications

• Excellent analytical and troubleshooting capabilities with detail orientation.
• Capable of managing multiple priorities in a fast-paced, customer-centric environment.
• Strong communication skills, both written and verbal.
• Effective collaboration and stakeholder interaction skills.
• Good grasp of IT infrastructure, operating systems, networking, and hardware assistance.
• Experience in IT Service Management frameworks and ITIL best practices.
• Experience supporting Linux systems and managing Google Chrome devices.
• Knowledge of networking elements such as switching, routing, VPNs, firewalls, and TCP/IP.
• Understanding of Point of Sale (POS) systems and related technologies.
• Experience with CCTV and remote monitoring system support.
• Familiarity with APIs, JSON, YAML, Ansible, or comparable automation tools is advantageous.
• Knowledge of audio/visual and digital media equipment is favorable.

Desired Attributes

• Customer-first attitude dedicated to outstanding support delivery.
• Self-driven professional able to work independently in a remote setting.
• Strong sense of accountability to see issues through completion.
• Adaptable problem solver thriving in dynamic technical situations.
• Collaborative team member invested in ongoing learning and process enhancement.