IT Support Specialist

Title: IT Support Specialist

Location: Dallas, Texas (Northwest)

Type: Direct-Hire, full time onsite. 5 days a week.

Salary: $55,000 - $60,000 (base salary) Dependent on Experience

Summary:

Our client within the technology industry is seeking a Support Specialist who will work with cutting-edge technologies to assist onsite customer operations using our proprietary maintenance and testing support systems. The specialist will help lead the triage process and work with support from local and remote teams to implement solutions. Also, will develop a full understanding of these unique systems and help our customers advance their processes, productivity, and profitability.

Duties:

• Work onsite at our Dallas, TX location and support the customer(s) directly to implement and enhance our automated, robotic device testing and triage of cellphone and connected device systems
• Familiarity with automated systems, especially Controls, valves, mechanical, and electrical fields.
• Understanding of close loop controls, field sensors scaling, AND/OR functions typically performed by industrial controllers.
• Perform point-to-point checkouts between field devices and controllers.
• Perform basic support concepts such as ticketing systems, root cause analysis, and task prioritization.
• Ability to communicate effectively when escalating to the next tier or level. Comfortable with virtual communication, such as chat or support tickets.
• Knowledge of safe working practices around moving and electrical equipment
• Work on-call and have a rotating schedule when required, and respond to after-hours emergencies.
• Respond and resolve issues to minimize downtime of the test systems, ensuring operations run smoothly.
• Perform preemptive and corrective maintenance, as well as cycle counts for inventory.
• Provide detailed descriptions of the state of the system and provide insight as to the cause of any issues.
• Capture supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other teams.
• Perform regular testing based on a strict set of instructions throughout the lifecycle of systems.
• Work with teammates and our Engineering team to streamline existing support material, including but not limited to training guides, FAQs, and troubleshooting.
• Build and enhance customer relationships.
• Support onboarding of new and existing operators as new features and functionality are added.
• Perform other related customer support duties as required.
• Regularly walk, move parts between sites, use hands and fingers, handle or feel, and reach with hands and arms.
• Stoop, kneel, crouch, and or crawl for extended periods.
• On occasion, lift and/or move up to 50 pounds.

Requirements:

• We come together to deliver for each other and our customers, and we know there are many paths to performing well. We expect you to come up to speed fast and deliver great work without too much guidance.
• 1-5 years of progressive mobile device customer support experience.
• 1 years of Android or iOS Mobile device testing and customer support experience.
• 1-5 years of experience in Electro-mechanical, Hardware, Industrial control systems, controllers, and programming.
• Proficient in troubleshooting industrial controls, including analog, discrete, and networked input/output field signals, vision systems, and scanners.
• Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell.
• Experience with programming languages such as Python is a plus.
• Proficiency with data handling in Google Docs, Sheets, and Slides.
• The desire to learn new technologies and work methods.
• The ability to work both independently and within a cross-functional group environment.
• Intrinsic motivation, positive energy, and a proactive and results-oriented outlook.
• Organized and detail-oriented with the ability to meet deadlines while overseeing multiple short-term activities.
• Excellent technical troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Please note that this position will be on-site in a warehouse facility.

 Other:

• Generous holidays plus your birthday off.
• Paid parental leave benefits.
• Casual dress.
• A company-paid Google Pixel phone or a monthly tech stipend that you can use for your tech needs.
• A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
• 401(k) matching up to 4%
• Up to $5,250/year for certification, continuing education, and tuition reimbursement.
• Competitive package with benefits.