Direct message the job poster from UpTime Solutions - Wireless Condition Monitoring
Nicole Kelley
Human Resources Manager
Position Summary
As a Technical Field Support Specialist, you will be responsible for providing troubleshooting and technical support on Uptime’s hardware and software solutions for internal and external customers. The ideal candidate is highly technical, possesses strong soft skills such as excellent communication, a willingness to learn, problem solving abilities, and thrives in a fast-growing environment. This role will be required to work cross-functionally with Engineering, Quality, Production and Sales Support while also remaining externally focused on customer issue resolution. This is an on-site position in Uptime’s Jacksonville office with travel to customer sites.
Essential Duties and Responsibilities
The requirements below are representative of the knowledge, skills, and abilities required to perform the job well:
Provide technical customer support through software and hardware installation and configuration of new systems, as well as troubleshooting and/or assisting customers with existing systems. This includes but is not limited to fielding calls and emails from customers and escalating complex HW/SW issues to the appropriate groups
Document procedures and architecture for customer installations and identify opportunities for process improvement
Operate as the customer interface as it relates to technical troubleshooting and assist with the development of technical support strategies
Diagnose hardware, software and/or network failures utilizing remote monitoring software and a variety of diagnostic tools
Assist with the review and recommendation of changes and upgrades to the Company’s maintenance manuals, engineering drawings and other service support reference guides & documentation for all current and non-current Uptime software and hardware products
Review and process warranty claims; assist Quality and Engineering with resolution development for hardware and software performance
Assist with technical product development to include light production of certain hardware sensors
Qualifications
Bachelor’s degree in computer science, Information Technology or related discipline; at least one year of technical experience is preferred
Knowledge of Linux systems and an understanding of basic file structure
Basic knowledge of Microsoft Office, including Word and Excel
Basic knowledge of SmartSheets
Familiarity with running scripts from the command line and the ability to use VIM text editor (or similar command line-based text editor such as nano)
Exceptional time-management skills with the ability to establish and meet reasonable and attainable deadlines for resolution, as well as multitask across multiple machines concurrently
Analytical, quantitative and problem-solving abilities, with a heavy focus on organization and maintaining numerous levels of documentation
Strong written and oral communication skills with attention to detail and the ability to effectively resolve and communicate technical issues via telephone and email
Capacity to carefully follow written instructions, and to read and evaluate technical drawings and other technical requirements
Willingness to learn and desire to overachieve within a dynamic and growing organization
Salary and Benefits
Compensation commensurate with experience
Medical, Dental, Vision, Life and Disability insurance
Retirement plan with company match
Paid time off (PTO)
Employment type
Full-time
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