Technical Support Engineer

Summary

MARS Company is seeking a Technical Support Engineer to provide Tier 2 software and technical support for their proprietary meter testing software and PC hardware. The role involves installing, training, and troubleshooting while coordinating with various departments to meet customer needs.

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

• 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
• 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
• 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
• Associates Degree in Computer Repair and/or CompTIA A+ preferred; however, will consider similar vocational training and experience

Qualifications

Must Haves

• 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
• 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
• 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

Nice to Haves

• Associates Degree in Computer Repair and/or CompTIA A+ preferred; however, will consider similar vocational training and experience