Product Support Technician

Job Description

Job Description

 

The Glyph Product Support Technician independently executes and/or oversees repairs to product returned for warranty service, handles product issues, recovering client data, shipping, and receiving of RMAs and any other duties as requested by management and/or required to maintain operation of the Glyph Service Department.

PRODUCT SUPPORT TECHNICIAN PRIMARY RESPONSIBILIITIES

 

- Troubleshoot and repair product returned via RMA.

- Recover/restore client data.

- Interact with Engineering and Product Development as requested, reporting on recurring product issues.

- Recommend new or revised service policies and procedures regarding handling warranty and non-warranty service matters.

 

KNOWLEDGE AND SKILL REQUIREMENTS

- Experience with audio recording and film editing environments (content creation applications, Pro Tools, Logic, Final Cut, Media Composer, proficiency in audio, video, and photography workflows) a major plus!

- The ability to write code for data recovery and understanding Linux are both a major plus!

- Familiar with Mac OS as well as Windows PC (Linux a plus!). IT experience a major plus.

- Detail-oriented and ability to follow guidelines and instructions.

- Ability to multi-task and work with minimum supervision.

- Problem solving skills as well as an ability to prioritize work demands.

- Two years of college or equivalent post-high school computer education.

- Identifies opportunities and implements actions to continually reduce wasted time, money, and resources from assigned tasks.
- The ideal candidate must also have technical expertise in fixing and repairing computers and external hard drives. Versed in both Windows and Mac (Linux is a plus plus!).