ISS Technical Support Engineer (TSENG)

Davita Inc.; Irvine (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Technical Support Engineer to become an expert in their Device Lifecycle Management system. You will work in a dynamic environment, ensuring customer satisfaction by resolving technical issues and providing timely support. This full-time role involves collaborating with customers and internal teams, with opportunities for occasional travel.

Benefits

Bonus opportunities

equity

Comprehensive benefits package

Qualifications

• Proven work experience as a Technical Support Engineer or similar role.
• Strong understanding of remote desktop applications.
• Ability to troubleshoot basic technical issues.

Responsibilities

• Administer the ISS Device Lifecycle Management system.
• Take ownership of customer reported issues and conduct thorough follow-ups.
• Provide accurate and timely reports to management.

Skills

Problem-solving

Communication

Flexible

Organizational Skills

Technical troubleshooting

Windows

OS-X

Linux

Education

Bachelor's degree in software, computer, electronics, or relevant engineering disciplines

Tools

Zendesk

MS Office

Job description

ISS Technical Support Engineer (TSENG)

(Locations: Irvine CA, Detroit MI, & Boston MA)

INTEGRITY Security Services (ISS) has a specific mission to deliver world-class end-to-end security solutions.

Job Description

An ISS technical support engineer quickly becomes an expert user and administrator of the ISS Device Lifecycle Management (DLM) system. They work as part of small and highly productive team to meet the needs of our growing and evolving fast-paced business. In addition to being DLM experts, the technical support engineer works diligently to ensure that ISS customers' needs are met in a timely fashion. The engineer must be passionate, versatile, flexible, and eager to tackle difficult customer challenges.

Essential Functions

1. Administer the DLM system, as an expert, on behalf of customers
2. Work on-site with customers and attend customer meetings as needed
3. Take ownership of reported customer issues, and see problems through to resolution
4. Research, diagnose, troubleshoot, and identify solutions to resolve system issues
5. Manage the customer issue ticketing system
6. Capture and formally document customer requirements
7. Properly escalate unresolved issues to appropriate internal teams
8. Liaison between customers and the engineering team
9. Follow-up on action items and escalate issues as needed
10. Ensure all issues are properly logged
11. Provide accurate and timely reports
12. Maintain a positive and constructive relationship with customers
13. Work under general supervision
14. Occasionally travel to remote customer sites
15. Other tasks that may arise

Competencies

1. Working knowledge of major operating systems including Windows, OS-X, and Linux
2. Ability to diagnose and troubleshoot basic technical issues and drive action items to closure
3. Familiarity with remote desktop applications and help desk software like Zendesk
4. Excellent problem-solving and communication skills
5. Ability to provide step-by-step technical help, both written and verbal
6. Strong organizational skills and diligent record keeping
7. Flexible, thoughtful, accountable, and passionate about work with a willingness to learn
8. MS Office literacy including Word, Excel, and PowerPoint
9. Familiarity with core web technologies including HTML and JavaScript
10. Familiarity with web security technologies like PKI and TLS

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m.

Travel

Occasional day and overnight travel may be required

Required Education and Experience

Bachelor's degree in software, computer, electronics, or other relevant engineering disciplines. Proven work experience as an Engineer or Technical Support Engineer or similar role

Work Authorization/Security Clearance

Must be a U.S. citizen

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

The US base salary range should be in the $70K-$90K + bonus + equity + benefits DOE

Contact

ISS Irvine Office:
300 Spectrum Center Dr
Suite 800
Irvine, CA 92618

ISS Boston Office:
883 Boylston St
3rd Floor
Boston, MA 02116

ISS Detroit Office:
33533 West 12 Mile Road
Suite 365
Farmington Hills, MI 48331

[phone] (phone)
[e-mail]
https://ghsiss.com