Technical Support Engineer

Technical Support Engineer Full-time Position Summary Software Support Specialist, where the position’s main requirements include installing, training, and providing post-install Tier 2 software and technical support for MARS proprietary meter testing software (M3) and PC hardware installed in MARS test bench equipment. The candidate must have a hands‑on approach to remediate software / hardware issues and answer questions regarding the operation of the software. The position requires a self‑starter who will coordinate with sales, electrical department, and management regarding new sales/upgrades to answer questions and develop a hardware/software plan which fits with customer needs. The candidate will assist in providing customer and market feature / functional feedback for existing and new products to management. In addition, the Software Product Support Specialist will need to communicate with team members and customers over the phone and / or in person for training and troubleshooting. Moderate travel is required. Core Position Responsibilities Coordinate with sales, electrical department, and management regarding new sales/upgrades to answer questions and develop a hardware/software plan which fits with customer needs Install and configure MS SQL Express, MS Windows, and IIS along with proprietary MARS software to ensure all conditions of the project are met Assure hardware/software compatibility during development and installation. Act as the primary interface with customer IT departments to answer any questions or coordinate installation, escalating requests to management as needed Perform in-house and on-site installation of PCs and software to meet the project’s requirements Provide on-site customer training on the operation and maintenance of proprietary MARS software "Soft Sales" - Introduce other MARS hardware/software which may benefit the customer, referring all questions and leads to the Director of Sales for follow-up Report inventory adjustments according to MARS inventory practices to ensure proper inventory count and ordering Skills Demonstrated ability in the operation and configuration of MS Windows, MS SQL Server/Express, MS Office, IIS Conceptual understanding of computer networking and configuration, from basic "island"-type to more complex enterprise-level integrations Deep understanding and demonstrated ability in computer repair and troubleshooting – Define problems, collect data, establish facts, and draw valid conclusions. Experience that shows sufficient presence and leadership to develop and maintain relationships with customers, strategic partners, executive staff, and other internal and external audiences. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Competencies Teamwork, initiative, multicultural sensitivity and interpersonal communication, ability to multitask and also easily move between tasks in certain situations, self‑starter, ability to follow instructions from peers, willingness to do whatever it takes to meet company and customer expectations. Minimum Position Requirements Associates Degree in Computer Repair and/or CompTIA A+ preferred; however, will consider similar vocational training and experience 1 to 3 years in a computer technician environment or similar Military Experience Ability to travel regularly 3-5 years’ experience in training, customer support and ability to work directly with customers Ability to lift 25-50 pounds individually, 150 pounds as a team effort Proficient in MS Office, PowerPoint and Excel. #J-18808-Ljbffr