PARCS Support Engineer — Remote/On-site Field Tech

Parking; Eldersburg (MD); On-site; USD 52,000 - 76,000; Full time

Job summary

WPS USA Corp in Eldersburg, MD is seeking a Product Support Specialist to serve customers nationwide. You will be the technical point of contact for parking operators, service partners and WPS technicians, resolving issues by phone, video and remote sessions with occasional on-site support.

You will troubleshoot PARCS systems across software, network and hardware, report to the Operations Manager and Service Coordinator, and own tickets through resolution.

Qualifications

• Two+ years of experience in network or systems administration or an equivalent mix of education and experience.
• Strong troubleshooting at system, equipment, component level including electronics and software.
• Working knowledge of Windows Server, Windows OS, SQL and firewall configuration.

Responsibilities

• Provide second and third level support for WPS PARCS users, service partners and technicians via phone, email, video and remote desktop.
• Take ownership of support tickets and drive them to resolution.
• Guide customers and technicians through field repairs on hardware and software, down to board level.
• Troubleshoot network setups (LAN), network devices and credit card configurations.
• Support installation, testing and commissioning of new sites, and software upgrades/patches at existing locations.
• Configure ParkID and train customers/operators in daily use, reporting and basic programming.
• Record work orders, parts and labor in our ERP system.
• Participate in on-call rotation one week per month.

Skills

Networking basics

Troubleshooting

Windows Server

DNS

DHCP

TCP/IP

VPN

LAN/WAN

Electrical concepts

Communication

Travel readiness

Physical work

Certification training

Linux

WSUS

ERP

Ticketing systems

Job description

WPS USA Corp in Eldersburg, MD is seeking a Product Support Specialist to serve customers nationwide. You will be the technical point of contact for parking operators, service partners and WPS technicians, resolving issues by phone, video and remote sessions with occasional on-site support.

You will troubleshoot PARCS systems across software, network and hardware, report to the Operations Manager and Service Coordinator, and own tickets through resolution.