Job Description

At Eventide Inc., we provide high-reliability IP-based audio and video recording solutions to high-demand customers and agencies (including 9-1-1 Centers, State Police, the US Military, and Air Traffic Control Centers).  We are seeking support engineers who thrive and achieve in high-demand situations, and who seek to continually expand their knowledge.

RESPONSIBILITIES

The core responsibilities of the position are customer-facing technical services and support. A significant portion of each day will be spent communicating with customers via phone, e-mail, chat or in-person. 

• Facilitate and/or drive issue resolution through hands on technical interactions and leadership
• Interact directly with customers and Eventide dealers responding to technical information requests & problem reports related to the Eventide hardware & software products
• Trouble shooting and resolving problems directly or working with engineering and production to resolve hardware problems
• Provide assistance to customers in the proper provisioning, configuration & installation of Eventide hardware & software
• Provide an On-Call and After-Hour support assistance to Eventide dealers / customers.
• Record & document customer communications via the issue tracking systems and product defect tracking systems
• Develop training, documentation (technical notes) and build evaluation systems
• Develop and deliver training both in house and on site to existing and prospective customers
• Ownership of personal career development through self-directed exploration of available reference materials, and through seeking coaching and mentoring from management and other senior members of the organization
• Perform RMA job function on defective products returned to factory

Qualifications

QUALIFICATIONS AND KNOWLEDGE

• BS in Computer Science, Computer Engineering, Electrical Engineering, Telecommunications and/or 3 years equivalent level of relevant technical experience.
• Strong grasp of computer architecture and server hardware
• Proficient in TCP/IP network design, switching, configuration and debugging skills
• Working knowledge of Linux (Debian or similar) and Windows operating systems at the system administrator level.
• VoIP protocols, including but not limited to H.323, SIP, SCCP (SKINNY), etc.
• Configuration or administrative exposure to at least one commercially available VoIP phone system (e.g. Cisco Call Manager, ShoreTel, etc.)
• Exposure and working knowledge of some but not all traditional telecommunications technologies, such as analog telephones and trunks, T1 & E1, ISDN-PRI.
• Knowledge of trunked radio systems and RoIP is a plus, but not required.
• Available to travel up from 5-25% depending on demand

ASSETS:

• Excellent verbal & written communication skills
• Self-motivated & able to work in a professional environment with limited direct supervision
• Customer orientation with an ability and willingness to work directly with customers on resolution of complex technical issues
• Have an analytical mind which can apply trouble shooting skills systemically and methodically to identify root cause and resolve problems
• Passionate about technology, eager and quick to learn
• Proactive by nature with a positive attitude, works well in a team setting.

Additional Information

Position is at Eventide located in Little Ferry, NJ

Eventide Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

http://www.eventideaudio.com