Technical Support Engineer

This position is looking for someone who is able to work onsite two days a week in Rockaway, NJ and is a US citizen. This is a full-time direct hire position that is looking to pay between $60k-$70k/yr. This position requires someone who is fully vaccinated for COVID and is looking for someone with a strong IT background. Any type of A/V experience is a big plus and a CTS certification and Bachelor's degree is required.

Key Job Responsibilities

• Providing software, system, and application support for internal and property-facing systems
• Configure software suite, including but not limited to all software settings, database configuration, define rights and permissions for groups, define sources (video, web, application, etc.), scripting for custom configurations, etc.
• Work with process owners and stakeholders to re-engineer processes to be simple, agile, repeatable, measurable, achievable, and continuously improved.
• Consulting with the product development team, internal users, vendors, and clients to improve application performance and functionality
• Promote comprehensive metrics that can be actionable and drive positive behavioral changes; baseline, improve, and re-measure success.
• Establishing root cause assessments for application-related issues and managing mitigation accordingly
• Responsible for customer escalation triage, business review preparation, and product release readiness initiatives
• Assess customer feedback, and evaluate areas of improvement based on critical feedback
• Identify improvement areas and implement measures to maximize customer satisfaction levels.
• Document and improve support processes in an iterative approach
• Work with client IT teams and support and promote knowledge sharing

Basic Qualifications

• Bachelors Required
• Minimum of 5 years of IT experience required
• CTS certification required
• Ability to manage competing priorities and operate under pressure
• Ability to adjust schedule based on business needs
• Ability to be proactive, take action, and anticipate opportunities.
• Demonstrated ability to work independently and within a collaborative team environment
• Exceptional communication skills.
• Travel up to 20% of the time
• Preferred experience in Customer Service or Call Center