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Position Summary:
Miles Stephens the Manager, Technical Support at Perforce is searching for a Device Support Engineer to join the team. We are looking for an individual who helps manage offline device issues, improve monitoring of Perfecto clouds, microservices and servers, assist in analyzing logs, device trends and improve communication with customers – effectively allowing us to handle these issues before they are reported by our customers.
Requirements:
Ability to work nights, weekend, and holidays as needed. Flexible to cover other shifts as needed in a 24X7X365 NOC environment
Three years professional work experience
Must be able to work in a team environment and perform routine as well as technical tasks
High organizational ability: able to work and follow processes by instructions and methods
Strong analytical, documentation, and communication skills
Out of the box thinker with excellent communication skills
Experience with trouble ticketing and change management tools
Understanding of basic Windows registry and Windows event log analysis
Knowledge of Android and iOS operating systems
Preferred: Knowledge of AWS, Confluence, JIRA, and Salesforce
Responsibilities:
Respond to customer escalations and requests for service.
Effectively communicate status to customers and internal staff
Documentation of trouble resolution through the use of trouble ticketing system
Interface with other NOC support teams, both local and remote, to work on standards, resolve issues and implement new hardware and devices into the production environment.
Assist with the implementation of new technologies within NOC and lead automation of monitoring administrative tools.
Update Mobile device firmware and software.
Maintain Mobile device database.
Domain migrations.
Monitoring and troubleshooting system operations and management. Monitoring Perfecto Mobile cloud and devices.
On-Boarding of new systems and devices into Perfecto Mobile, Partners, or customers’ data centers.
Troubleshooting Windows and Linux systems as part of Perfecto Mobile’s SaaS solution.
Remote management of servers.
Troubleshooting global Networking, System, and Mobile device issues.
Ticketing and Change Management tools.
Device upgrades (Windows, Linux, and Mobile devices).
Create and maintain technical documentation
