Lead and/or participate on teams focused on creating technical bulletins, procedures and support processes (Change Templates, FRO bulletins, Service bulletins, Support tools. Development and enhancement of problem scenario reporting rules and associated knowledge.
Provide technical feedback to engineering concerning product changes / enhancements. May be called on - site to assist in complex technical solutions requiring changes to core functionality, code, and systems operation.
Responsible for providing deep level technical support. Technical lead on escalated problems within product line. Perform in-depth problem analysis. Analyze files and system dumps for root cause. Identify and document new product defects.
Debug challenging issues in code and create beautiful solutions to delight customers (the kind of solution you'd be proud to show your mother).Fix product defects to ensure successful deployment of client projects.
As a Technical Support Engineer, you will work on complex issues, allowing you the opportunity to resolve problems requiring innovative thinking and a deep understanding of software support processes and procedures.
In this role you will be responsible for development of preliminary design artifacts to include system and subsystem performance specifications, interface specifications, and System / Subsystem Design Description ( SSDD ) documentation.
The IT Helpdesk Support performs tier 1 phone support and assists the user community in resolving day-to-day computer related issues including, but not limited to all desktops, laptops, handheld/wireless devices, printers, copiers, server products and related computing technologies.
Has developed specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience. Completes work with a limited degree of supervision. Likely to act as an informal resource for colleagues with less experience.