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SDI Element Logic Careers

Technical Support Analyst

Location: Melbourne, FL

Postion: Full-Time

Work Schedule: In Office- Flexible 

 

Main Objective

Provides first-level support to clients in the U.S. Accepts and logs all support calls, provides first-level research and resolution, and may refer to second-level support when higher skills are required to resolve the issue.

Roles & Responsibilities

These responsibilities include but are not limited to:

Training phase:

  • Visits to the field during first months

  • Spend time with the Customer Support Manager, to know the types of calls without answering the phone 

  • calls at the beginning. 

  • Check parameters, spot problems between site backups or database backups

After training completion:

  • Respond to customer support inquiries & update the ticket tracking system

  • Support by Telephone or out-of-town on-site support of software installation, and configuration, as well as 

  • network and application software support.

  • Follow-up internally & externally

Qualifications & Requirements

  • Years of relevant experience: 0 - 2 years
  • Education: 4-Year Degree Computer Science, Mechanical, Mechatronic, Electrical
  • Must be able to work in a high-pressure environment
  • Willingness to travel for up to 70% for first 2 years
  • Willingness to work evening hours
  • Troubleshooting techniques and procedures using Windows OS, Windows Terminal services, PC desktop 
    knowledge, networks, and PC (Windows domain) architecture
  • Experience with MS SQL Server is desirable
  • Some “hands-on” knowledge of electrical/electronic circuits, computer I/O modules and process concepts is highly 
    desired

Winning Behaviors, Competencies, Skills

  • Excellent written and verbal communication skills are a must. Highly efficient in reading and understanding 

  • specifications.

  • Excellent time-management skills to meet promised schedules and attention to detail are a must.

  • Strong work ethic and flexibility to work outside of normal business hours, as necessary

  • Capable of working on multi-faceted engineering design projects of any magnitude while requiring minimum 

  • supervision.

  • Team player and able to get along with co-workers

  • Read and understand shop/mechanical drawings.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer
Spend Time Making Repetitive Motions

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