Technical Support Engineer

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

📋 Description

• Available for customer service on a 24-hour basis while on-call, as required.

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

• Responsible for installing, configuring, and troubleshooting hardware, software, and peripheral system components through both on-site and remote support.

• Diagnose issues related to equipment, software, or business systems using industry-standard or proprietary protocols.

• Modify configuration files and database data across various software platforms as necessary.

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

• Capable of communicating with customers via ticketing systems, telephone, video conferencing (MS Teams), chat, or in person.

• Foster positive customer relations by analyzing feedback, identifying solutions, and recommending workflow and system enhancements.

• Complete reports, forms, checklists, etc., to document service and installation activities.

• Engage in continuous learning to maintain job knowledge by participating in educational opportunities, company-provided training, and self-directed studies.

⛳️ Requirements

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

• Experience in television broadcast engineering or operations is advantageous.

• 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).

• Proficiency in reading, editing, and troubleshooting data formats such as JSON, XML, SQL, and related markup/configuration languages.

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

• Working knowledge of SQL or MongoDB database servers.

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

• Experience with cloud platforms is an advantage.

• Valid driver's license and ability to travel internationally.

🏝️ Benefits

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

• Company-provided and supplemental life insurance.

• Paid vacation and sick leave.

• Paid company holidays.

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

• A 401K plan.

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

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