Technical Support Engineer - Commercial
Job title: Technical Support Engineer - Commercial in Plano, TX at Crestron Electronics
Company: Crestron Electronics
Job description: The Application Engineer is the primary level of support with advanced knowledge and understanding of all Crestron platforms and the video conferencing solutions running on that platform. The primary responsibility of the Application Engineer is to provide technical support to Crestron customers via phone, email, and chat and apply their knowledge to resolve the issue or investigate further and collect specific information to work toward resolution or escalation.This position is for 3rd Shift: 10am - 7pm CSTResponsibilities:
- Building and maintaining customer rapport ensuring they understand Crestron is with them through every step of the process.
- Determine specifics for the reported problem, including but not limited to:
- Clear description and scope of the reported problem.
- Current hardware/firmware/software configurations of impacted systems.
- Deployment environment (other Crestron or 3rd party equipment in the installation)
- Review published documentation with customer, including both Crestron and conferencing service provider documentation where applicable.
- High level analysis of log files.
- Basic analysis of customer network.
- Create RMAs as needed for customer site.
- Assist in supporting Crestron customer knowledgebase by the creation of knowledgebase articles, supportive documentation, and/or software tools.
- Other duties or responsibilities as required.
- Bachelor’s degree in technology field or 3+ years of relevant industry experience.
- 3+ years installing, configuring, and/or supporting technology.
- Knowledge of Networking (Multicast, Dante, AES67) and Diagnostics.
- Knowledge of Exchange/O365/Active Directory.
- Familiar with Linux OS.
- Programming knowledge in C#, CSS, HTML5 preferred but not required
- Knowledge of Commercial / Residential Audio/Video technologies and applications.
- Read and interpret system schematics, floorplans, etc.
- Collect and interpret system level data for analysis.
- The ability to clearly document the issue, steps taken and thought process behind the path of investigation.
- Able to clearly communicate technical information to varying audiences.
- The ability to think” outside-the-box" and understand how minute data points can affect the larger picture.
- Ability to troubleshoot/create demo programs written in native Crestron platforms.
- Must be able to lift and maneuver up to 50 pounds.
- 10% with overnight travel
- 100% Remote considered with appropriate experience and skillset