Ready to Make Your Mark?
If you’re a tech-savvy professional with a passion for solving problems on the frontlines, we want to hear from you! Apply now to join a company where your skills and dedication will be truly valued.
This is an on-site position in Uptime’s Jacksonville office with travel to customer sites.
As a Technical Field Support Specialist, you will be responsible for providing troubleshooting and technical support on Uptime’s hardware and software solutions for internal and external customers. The ideal candidate is highly technical, possesses strong soft skills such as excellent communication, a willingness to learn, problem solving abilities, and thrives in a fast-growing environment.
Essential Duties and Responsibilities
The requirements below are representative of the knowledge, skills, and abilities required to perform the job well:
- Provide technical customer support through software and hardware installation and configuration of new systems, as well as troubleshooting and/or assisting customers with existing systems
- This includes but is not limited to fielding calls and emails from customers and escalating complex HW/SW issues to the appropriate groups
- Review and process warranty claims; assist Quality and Engineering with resolution development for hardware and software performance
- Assist with technical product development to include light production of certain hardware sensors
- Document procedures and architecture for customer installations and identify opportunities for process improvement
- Operate as the customer interface as it relates to technical troubleshooting and assist with the development of technical support strategies
- Diagnose hardware, software and/or network failures utilizing remote monitoring software and a variety of diagnostic tools
- Assist with the review and recommendation of changes and upgrades to the Company’s maintenance manuals, engineering drawings and other service support reference guides & documentation for all current and non-current Uptime software and hardware products
Qualifications
- Bachelor’s degree in computer science, Information Technology or related discipline; at least two years of technical experience is preferred
- Knowledge of Linux systems and an understanding of basic file structure
- Familiarity with running scripts from the command line and the ability to use VIM test editor (or similar command line-based text editor such as nano)
- Exceptional time-management skills with the ability to establish and meet reasonable and attainable deadlines for resolution, as well as multitask across multiple machines concurrently
- Analytical, quantitative and problem-solving abilities, with a heavy focus on organization and maintaining numerous levels of documentation
- Strong written and oral communication skills with ability to effectively resolve and communicate technical issues via telephone and email
- Capacity to carefully follow written instructions, and to read and evaluate technical drawings and other technical requirements
- Willingness to learn and desire to overachieve within a dynamic and growing organization
