Information Technology - Product Support Engineer

Job Title

Product Support Engineer 2

Mossville IL 61552

12 Months

Flexible working hours: 8 hours/day, 07:00/08:00 to 15:30/16:30 with 30-minute lunch

• Receive, manage and resolve user issues
• Maintain work group tools and resources
• Automate processes and reduce technical debt

• Backfill

• OIP Support calls/tickets
• Remote Troubleshoot Support
• Internal ET licensing/Renewals
• Section PC/ECM support
• Linux/Windows PC maintenance
• CWS Groups Access
• Dev Ops Access
• Section Wiki Management & Access
• Section Website Admin
• ECM/CA/UFO Inventory
• ECM Rack Maintenance
• ECM FPS Registration
• Washing/Troubleshooting ECMs
• Cable Maintenance
• Dev tokens for Network Managers
• Pyflash Network Managers
• Client Support & Image management
• L1/L2 Knowledge Documentation
• Dev Ops Transition Project
• Relay boards/software

Occasionally you will consult with senior team members to identify the approach to handling challenging issues or requests.

Often you will request clarification regarding missing or improper information from the application engineers.

• When the Product Support Engineer doesn’t immediately know how to resolve a user’s problem, they often work with application engineers and developers to resolve.
• The Product Support Engineer will provide technical support to team members such as developers and QA testers for their PCs and tools.
• Additionally, the Product Support Engineer will be involved in team and office improvement projects lead by one of the section project leads.

• Office environment with “soft” lab test benches.
• (Rarely) Receive and process line down/factory down phone calls to facilitate issue resolution.

• Years of experience: 3-5 years’ experience.
• Degree requirement:
  Bachelor’s degree desired, not required.
• Open to all degrees
• Master’s overqualified
• Do you accept internships as job experience:
  No
• Are there past or additional job titles or roles that would provide comparable background to this role:

• Working knowledge of Information Technology Service Management (ITSM) processes.
• Technical Troubleshooting:
  Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
• Effective communications:
  The Product Service Engineer will be required to communicate with internal team members, external parties like dealers and service tool users.

• Linux/Windows PC maintenance
• Cable Maintenance
• Client Support & Image management

• ECM/CA/UFO Inventory
• ECM Rack Maintenance
• ECM FPS Registration
• Washing/Troubleshooting ECMs
• Dev tokens for Network Managers
• Pyflash Network Managers
• Relay boards/software

• Effective Communications:
  Working understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Teamwork:
  Working knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.

• Analytical Thinking:
  Extensive knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.