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Technical Support Engineer

OW Investors LLC
Ocala, FL Full Time
POSTED ON 1/20/2025
AVAILABLE BEFORE 4/20/2025

Job Type

Full-time

Description

Technical Support Engineer

Job Type

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.

    • Requirements

    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.

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