Technical Support Specialist II

Position Summary

A Technical Support Specialist provides Level 2 & 3 technical support with a secondary emphasis of ensuring production and systems quality. You will use real-world feedback from support cases to drive hardware improvements and ensure every device leaving our facility meets the highest standards.

• Customer Support & Troubleshooting
• Act as Level 2 & 3 technician for clients and staff, resolving complex hardware and software issues via phone, email, and/or remote access.
• Diagnose and resolve system failures, connectivity issues, and device malfunctions.
• Guide customers through initial product setup and configuration.
• Install and configure computer systems, networking equipment and applications.
• Provide input during the development of new projects, products.
• Hardware Quality Assurance
• Identify, document, and track hardware defects.
• Conduct analysis on hardware failures.
• Assist Hardware QA Lead with detailed test protocols for new and existing hardware components.
• Maintain documentation of processes and procedures.
• Process Improvement & Documentation
• Maintain detailed logs of all support interactions and quality testing results.
• Develop and update technical manuals, troubleshooting guides, and internal QA procedures.
• Collaborate with the Design team to provide actionable feedback for future product iterations.

• Written/Verbal Communication
• Collaboration/Team Player
• Self-Leadership
• Customer Service Orientation
• Attention to Detail
• Independent Judgment
• Organization
• Time Management
• Problem-solving
• Inquisitiveness
• Strong problem solver
• Ability and willingness to travel at times
• Comfortable with a fast-paced environment

• Incumbent will be required to use a computer with keyboard, telephone or handheld mobile device for extended periods of time, and office machinery as needed.
• Individual may occasionally be required to lift, push, pull, and carry up to 50 pounds.
• Incumbent must be able to read, see, hear, and speak English.

• Primarily 9am to 5:30pm on-site at our Development Lab.
• Prescheduled weekend and evening shifts will also occur, seasonally, and/or based on industry demand.
• Occasional travel required.

• Minimum of an Associate's degree in related field
• Valid Driver's License.

• 3+ years of system and network support.
• Functional knowledge of Microsoft Windows Server and Client operating systems.
• Proficient in storage technologies such as RAID, NAS, SAN, SATA, SAS.
• Functional networking knowledge including TCP/IP, DNS, WINS, DHCP.
• Documented security knowledge and experience.
• Commitment to high quality service to both clients and fellow team members.
• Ability to multi-task and shift priorities as needed.
• Excellent verbal and written communication skills.
• Ability to work independently with minor guidance.

• Experience with Switches, Routers, VLANs, VPN Devices
• Linux Systems
• VOIP experience
• SQL
• Open Telemetry, Network Monitoring
• Experience in administering and deploying websites using IIS/Apache and SQL servers
• Scripting knowledge (e.g. Python)
• Interest in sports, participation at a higher level and knowledge of the sport and/or rules/officiating
• IT experience from a mission critical background such as athletics, financial compliance, military, or broadcast systems.

• 401k with matching company contribution
• Health, dental, and vision coverage
• Flexible work schedule

• Job Type: Full Time
• Location:
  
  Pittsburgh, PA
• Compensation: $55,000 - $75,000/year