Tech Support Engineer
Location: Kennesaw, GA
Start Date: Immediate
Employment Type: Permanent/Full Time
Scope
This is a staff position in Technical Support under the Dealer Support Services Department that is responsible for the technical support of all company hardware, software, and firmware products. Additionally, the Technical Support Engineer will be responsible for providing feedback to the documentation and training departments, performing final checkout for any new product, and playing an integral role in beta testing our products.
Essential Functions:
Provide Phone and Web-based Support of WebCTRL and legacy product (includes reproducing and testing of reported issues as well as documenting and following-up on open support cases).
Assist with beta testing of new hardware/software/firmware product, set-up of systems and scenarios as required to solve support cases, documentation of any bugs found, validation of corrected bugs, and usability testing on the product.
Assist with generation and editing of technical documentation for the dealer network.
Assist with training for dealers and end-users on technical aspects of the ALC hardware and software products.
Assist with creating and conducting "Tech Talk" webinars hosted by Technical Support.
Duties
Desired Results:
World class/Premier customer satisfaction
Correct/accurate solutions to reported problems/questions
Required Skills:
Excellent verbal and written communication skills
Excellent troubleshooting abilities
Strong understanding of the fundamentals of TCP/IP
Strong understanding of PC desktop hardware and configuration
Strong understanding of current and previous generation Windows O/S
Understanding of database fundamentals
Ability to generate, review, and edit technical documentation for use with hardware and software products
Qualities:
Must be able to manage multiple projects
Must be flexible with regard to job duties
Must be flexible with regard to work hours
Must be able to work well with others in a fast paced, high pressure environment
Must be able to work with people of varied skill and knowledge levels
Must possess a calm personality (not easily excitable)
Must be able to multi-task
Preferred:
Strong understanding of company proprietary software such as WebCTRL, Eikon, LogicBuilder, SiteBuilder, and ViewBuilder.
Strong understanding of the fundamentals of HVAC and control theory
Strong understanding of low voltage electrical wiring
Strong understanding of the fundamentals of database management (install and support of SQL, MySQL, Access, MSDE) including ODBC configuration
Basic understanding of Red Hat Linux O/S
Basic understanding of generating and executing test plans for functional testing
Basic understanding of usability testing on the product
Ability to present technical information in a group setting
Qualifications
Four year technical/engineering degree or equivalent
Two to four years of technical support experience
Or
Two to four years experience working for a controls company (engineering, field technician, job start-up and service)
Or
Two to four years of IT experience
Technical certifications a plus (MSCE, Cisco certification, etc)
Two to four years of customer phone support experience in a technical capacity
Whom to Contact
Email: