Technical Support Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Available for customer service support 24 hours a day while on-call, as required.

• Willingness to travel and engage with customers on-site.

• Responsible for the installation, configuration, and troubleshooting of hardware, software, and peripheral system components through both on-site and remote assistance.

• Diagnose and resolve issues related to equipment, software, or business system interfaces using industry-standard or proprietary protocols.

• Modify configuration files and database entries across multiple software applications as necessary.

• Support existing accounts by managing support tickets, organizing daily schedules, investigating complaints, conducting tests, and addressing issues.

• Capable of communicating with customers through various channels, including ticketing systems, phone, video conferencing (MS Teams), chat, or face-to-face interactions.

• Foster positive customer relationships by reviewing feedback, identifying solutions, and proposing workflow and system enhancements.

• Complete reports, forms, checklists, and other documentation to record service and installation activities.

• Engage in ongoing learning to maintain current job knowledge through educational opportunities, company-sponsored training, and self-directed study.

⛳️ Requirements

• Bachelor’s Degree (B.S.) or equivalent from a college or technical institution in engineering, broadcasting, computer science, or a related discipline.

• Experience in television broadcast engineering or operations is an advantage.

• Basic understanding of Windows Server administration and familiarity with Windows networking concepts, including but not limited to IP addressing, DNS, Active Directory, and SMB/CIF.

• Some experience with scripting languages, preferably PowerShell or similar (e.g., Python, batch files).

• Ability to read, edit, and troubleshoot data formats such as JSON, XML, SQL, and related markup/configuration languages.

• Understanding of DNS, TCP/IP, and firewall configurations within Windows environments.

• Proficient knowledge of SQL or MongoDB database servers.

• Prior experience with customer issue tracking systems such as ServiceNow, Jira, Freshdesk, or TeamSupport is advantageous.

• Experience with cloud platforms is a plus.

• A valid driver's license and the capability to travel internationally.

🏝️ Benefits

• Employer-sponsored medical, dental, and vision plans with various coverage options available.

• Company-provided and supplemental life insurance.

• Paid vacation and sick leave.

• Paid holidays recognized by the company.

• A dedicated Spirit Day to encourage employee volunteering in the community.

• A 401K retirement plan.

• Employee Assistance Program (EAP) at no cost, offering services such as telephonic counseling sessions, legal and financial consultation, emotional well-being support, and family caregiving assistance.

• A variety of additional voluntary programs, including spending accounts, student loan refinancing, accident insurance, and more!