Job description

Job Description

Technical Support Engineer

Job Title: Technical Support Engineer

Reports To: Director of Technical Services and Head Support Engineer

FLSA Status: Exempt

Department: Support

Location: Lightware North America Lake Orion, MI Office

Summary: Responsible for answering support emails and calls for Level 1 & 2 cases and escalating as needed, tech bench testing and troubleshooting, trade show setup/tear down, and other duties as assigned. Evening shift 2pm-10pm

Duties and Responsibilities

• Accurately documents problems and customer support needs in detail.
• Builds a positive rapport with end users and clients over the phone.
• Follows, tracks, and troubleshoots problems remotely and on-site.
• Maintains a professional level of communication throughout the troubleshooting process.
• Travels for on-site support on an as-needed basis.
• Maintains quality work areas in a clean, orderly manner.
• Performs other related duties as assigned.

Skills:

Oral Communication Skills

Written Communication Skills

Customer and Personal Service Skills

Organization

Technical Skills

Logic Based Device Configuration

Intermediate Computer Networking Knowledge

Basic JavaScript Knowledge

Basic HTML Knowledge

Basic Networking Skills

Ability to Work in a Team Environment

Ability to Work Independently

Self-motivated

Time Management

Education/Experience:

Requires a bachelor's degree

Prior experience in Audio Visual Systems required

Experience in Live Event Production or Broadcast Studio

Knowledge of CRM Salesforce a plus but not required

Microsoft Office Suite

Knowledge of HappyFox a plus but not required

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday

Ability to commute/relocate:

• Lake Orion, MI 48359: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 4 years (Preferred)

Work Location: In person

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