PARCS Technical Support Engineer (Field & Remote)

WPS Parking; Eldersburg (MD); On-site; USD 70,000 - 90,000; Full time

Job summary

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

Reporting to the Operations Manager and Service Coordinator, you will troubleshoot PARCS across software, network and hardware, guide field repairs, supervise ticket progress and participate in an on-call rotation.

Qualifications

• At least two years of experience in network or systems administration.
• Strong troubleshooting skills at system, equipment and component level.
• Working knowledge of Windows Server, Windows OS, SQL and firewall configuration.
• Solid understanding of core network services such as DNS, DHCP and TCP/IP, plus VPN, LAN and WAN.
• Working knowledge of AC and DC electrical circuits and relay logic.
• Clear written and verbal communication skills with a strong customer focus.
• Valid driver's license with a clean driving record and the ability to travel to customer sites.
• Ability to perform physical field work, including lifting up to 50 lbs and climbing ladders.
• Willingness to complete WPS technical certification training within 24 months.
• Experience with Linux, WSUS, ERP software or ticketing systems is a plus.

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 in our ticket management system and follow them through to resolution.
• Guide customers and technicians through field repairs on hardware and software, down to board level.
• Troubleshoot WPS network setups (LAN), network devices and credit card configurations.
• Support installation, testing and commissioning of new sites, as well as software upgrades and patches at existing locations.
• Configure ParkID and train customers and operators in daily use, reporting and basic programming.
• Record work orders, parts and labor in our ERP system.
• Take part in an on-call rotation one week per month.

Skills

Networking fundamentals

Troubleshooting

Customer focus

Technical communication

Tools

Windows Server

Windows OS

SQL

Firewall configuration

DNS/DHCP/TCP-IP

VPN

Linux

ERP software

Ticketing systems

Job description

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

Reporting to the Operations Manager and Service Coordinator, you will troubleshoot PARCS across software, network and hardware, guide field repairs, supervise ticket progress and participate in an on-call rotation.