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Support Engineer

The Support Engineer answers complex technical questions from partners through remote troubleshooting and analysis. They resolve technical issues in video management systems using advanced techniques. The SE ensures all communication and documents are archived accurately and provides timely status updates to customers and stakeholders. Qualifications include experience with IP networks, Windows operating systems, and problem solving skills.

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blkmbm9
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Download as PDF, TXT or read online on Scribd
45 views

Support Engineer

The Support Engineer answers complex technical questions from partners through remote troubleshooting and analysis. They resolve technical issues in video management systems using advanced techniques. The SE ensures all communication and documents are archived accurately and provides timely status updates to customers and stakeholders. Qualifications include experience with IP networks, Windows operating systems, and problem solving skills.

Uploaded by

blkmbm9
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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JOB PURPOSE

The Support Engineer (SE) answers in-depth technical questions requiring advanced remote
troubleshooting and analysis. The Support Engineer has a key role in helping our company to
achieve its mission goal of excellent Customer / Partner satisfaction. The SE delivers responsive
and reliable solutions to partners through application of knowledge of our organization, services
and products.

PRIMARY RESPONSIBILITIES
Make every customer interaction a satisfying experience through a professional, outgoing and
personable attitude
- Resolves technical issues in complex Video Management Systems by applying advanced
troubleshooting techniques and analysis.
- Ensures that all relevant communication, documents and files related to the case are accurately
archived in the support system under the appropriate case number
- Actively participate in and contribute to managed technical support community efforts
- Provide timely & accurate status updates to customers and relevant internal stakeholders
- Represent expectations, intentions, and attitudes of customers and co-workers accurately
- Continuous effort to acquire and maintain good knowledge of Company products as well as
support procedures, practices, and policies
- Ensures that delivered solutions are documented as knowledge-based articles (if relevant) within
agreed timeframe
- Escalates support cases not within own skillsets in a timely and effective manner

PROFESSIONAL QUALIFICATIONS
- Deep understanding of IP Network technologies
- Basic knowledge of Microsoft AD user/group authentication
- Knowledge of Wireshark (or equivalent tool)
- Knowledge of WinDbg and memory dumps analysis techniques
- Good technical understanding and practical experience with Microsoft Windows operating
systems
- Good analytical skills and an aptitude for problem solving
- Must exhibit excellent written and oral communication skills
- A college degree or equivalent work experience in external software support
- Bilingual (English-Spanish speaking and writing required),

- Portuguese is a plus.

PERSONAL SKILLS
- Ability to take on increasingly challenging assignments with a 'can do' attitude and expects a
positive outcome
- Is confident of own capabilities and believes that persistence and hard work yield results
- Has good analytical problem solving capabilities
- Is open minded & shares information with others
- Gives and receives constructive feedback to strive for continuous self-improvement
- Is able to deal with conflicts in a constructive manner and can recover from dissatisfied customer
situations
- Keywords: multi-task oriented, calm, polite, clear, articulate, positive, friendly

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