What are the responsibilities and job description for the IT Support Engineer position at Engenium Staffing?
Job Description
Job Description
Our client, an innovative technology company at the forefront of the Model, Simulation and Training markets, is seeking an IT Support Engineer to support their simulation customers. This is an exciting opportunity to contribute to a company focused on enabling sustainable societies through cutting-edge technology and services.
Key Responsibilities :
- Manage customer cases in CRM with a regional focus, ensuring timely follow-up.
- Provide remote support, including remote software deployment.
- Support cloud simulators, classroom deployments, and maintenance.
- Analyze and troubleshoot issues, coordinating with project engineers, Technical Account Managers (TAM), RMA, or sales for additional information.
- When on-site service is required, provide detailed Scope of Work for project engineers, ensuring services are completed and stored in the database.
- Support project managers and partners, assisting with installations, testing, reproducing, and confirming issues found during installations, and escalating to experts when needed.
- Localize and resolve issues, escalating to R&D for resolution when necessary.
- Communicate back to customers and / or TAM regarding resolutions, updating the knowledge base system.
- Follow up with R&D on reported bugs, gathering information on patches and fixes.
- Coordinate product operational support with local experts.
- Participate in simulator installations / services for hands-on experience and training.
- Conduct technical training for internal engineers or service partners, both in person and online.
- Provide customer support to partners and their engineers.
- Ensure compliance with the Code of Business Conduct and Quality Management system requirements.
- Support projects or other technical tasks as needed.
- Track and update records in the Customer Support system.
- Administer the customer portal.
- Ensure all processes comply with the Quality Management system requirements.
Qualifications :
