Technical Support Engineer

CCM CrossCountry Mortgage, LLC; Cleveland (OH); On-site; USD 65,000 - 95,000; Full time

Job summary

CrossCountry Mortgage, LLC is seeking a Technical Support Engineer to deliver advanced technical support for software, hardware, networks, and AV technologies to CCM employees and affiliates. You will troubleshoot complex issues, document procedures, and collaborate across teams to implement solutions.

The role requires a Bachelor’s degree in a related field and strong communication skills to convey technical information to non-technical stakeholders.

Qualifications

• Bachelor’s degree or equivalent in Computer Science/IT or related field.
• Experience in technical support or a similar role.
• Experience configuring, maintaining, and troubleshooting AV technologies (video conferencing, digital signage, projectors, sound systems).
• Knowledge of programming languages, operating systems and software applications relevant to the role.

Responsibilities

• Provide escalated technical support to customers and internal teams on complex software, hardware, network, and audio/visual issues.
• Diagnose, troubleshoot, and resolve technical issues through research, testing, and collaboration with other teams.
• Configure, maintain, and troubleshoot AV technologies such as video conferencing systems, digital signage, projectors, and sound systems.
• Create and maintain detailed technical documentation and knowledge base articles for troubleshooting and resolution procedures.
• Analyze customer or system requirements and specifications to develop, modify, and implement technical solutions and enhancements.
• Conduct testing and quality assurance activities to ensure functionality, security, and performance of systems and applications; design, develop, and test computer software and operating systems.
• Communicate technical information effectively to non-technical customers and stakeholders, providing updates and resolutions in a timely manner.
• Train customers and internal teams on new features, functionality, and best practices for software, systems, and AV technologies.

Skills

Excellent communication and teamwork

Strong problem solving

Bachelor’s degree in Computer Science/

Education

Bachelor's degree in Computer Science/ IT

Tools

Video conferencing systems

Projectors

Digital signage

Sound systems

Job description

Position Overview

The Technical Support Engineer is responsible for providing advanced technical support and assistance to CrossCountry Mortgage (CCM) employees and CCM affiliates regarding software, hardware, network, and audio/visual technologies.

Job Responsibilities

• Provide escalated technical support to customers and internal teams on complex software, hardware, network, and audio/visual issues.
• Diagnose, troubleshoot, and resolve technical issues through research, testing, and collaboration with other teams.
• Configure, maintain, and troubleshoot audio/visual technologies such as video conferencing systems, digital signage, projectors, and sound systems.
• Create and maintain detailed technical documentation and knowledge base articles for troubleshooting and resolution procedures.
• Analyze customer or system requirements and specifications to develop, modify, and implement technical solutions and enhancements.
• Conduct testing and quality assurance activities to ensure the functionality, security, and performance of systems and applications; design, develop, and test computer software and operating systems.
• Communicate technical information effectively to non-technical customers and stakeholders, providing updates and resolutions in a timely manner.
• Train customers and internal teams on new features, functionality, and best practices for software, systems, and audio/visual technologies.

Qualifications and Skills

• Bachelor’s degree in Computer Science, Information Technology, related field, and/or equivalent combination of education/experience.
• Experience in technical support or a similar role, with a knowledge of software, hardware, network, and audio/visual troubleshooting.
• Experience configuring, maintaining, and troubleshooting audio/visual technologies such as video conferencing systems, digital signage, projectors, and sound systems.
• Knowledge of programming languages, operating systems, and software applications relevant to the role.
• Excellent communication and collaboration skills.
• Excellent problem solving skills.

Equal Employment Opportunity

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

Our Work Experience is the combination of everything that’s unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

Thanks for your interest in working on our team! Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! So once you’ve had a chance to explore our current open positions, keep track of both your progress in the selection process, and new postings that might interest you!