System Support Administrator - Columbia, MD

As a vital member of our Systems Support Team, you play a key role in ensuring the efficiency and effectiveness of our technical support operations. Your primary responsibilities include managing Service Support Tickets, providing timely and professional responses to user requests, and resolving issues in line with SLA requirements. You are responsible for delivering effective user support, overseeing asset management and inventory, and ensuring compliance with established procedures for system administration and maintenance. This is a full-time position based on site in our North American headquarters in Columbia, MD.

Your tasks

• Manage and prioritize Service Support Tickets, ensuring issues are resolved in accordance with SLA requirements.
• Communicate effectively with customers, providing clear guidance regarding loaner pool status, equipment performance, and maintenance schedules, as well as updates on ticket status and technical guidance.
• Oversee system software administration, ensuring systems are properly configured and functioning.
• Implement and maintain Electrostatic Discharge (ESD) and Electrostatic Test (EST) programs to ensure safety and compliance.
• Execute repairs on a range of calibration and test equipment, including RF systems like signal generators and oscilloscopes.
• Maintenance Scheduling : Independently coordinate and schedule maintenance tasks, collaborating with technical teams and the development team in Germany for complex repairs. Perform intermediate maintenance and calibration tasks, troubleshooting minor issues independently.
• Work collaboratively with colleagues to identify and suggest enhancements to support processes for increased efficiency.
• Develop and maintain detailed documentation for system administration processes, workflows, and work instructions to ensure consistency and clarity.
• Mentor entry-level technicians in effectively applying their training.
• Lead small group workshops to reinforce skills and knowledge.
• Collaborate with the training team to enhance existing training resources.
• Provide constructive feedback and support to trainees, addressing their challenges.
• Work closely with Technical Leads, Product-Line Managers, and Service Order Management Team to ensure efficient service delivery.
• Partner with calibration specialists, Application Engineers, and Regional Sales Managers (RSM) to provide comprehensive technical support across product lines.
• Serve as a point of contact for communication with technical teams, facilitating information exchange and ensuring maintenance objectives are met.
• Collaborate with product line teams to conduct routine calibration tasks, ensuring equipment meets specified standards.
• Identify and report calibration-related issues to senior technicians for further analysis and resolution.
• Implement protocols for asset management services, ensuring timely and effective maintenance and repairs.
• Collaborate with team members to maintain optimal stock levels and reorder supplies as needed.

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Your qualifications

Interested?

We are looking forward to receiving your application!

The total compensation for this position is $60K-$82K. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills.

We promote equal opportunities and welcome applications from people with and without disabilities. We offer an inclusive work environment where all individuals can develop their skills and talents regardless of gender, nationality, ethnic and social background, religion, worldview, age, sexual orientation, identity, and other characteristics.

Salary : $60,000 - $82,000