Description:
We are seeking a highly skilled Customer Support Technician to provide support on networks, OPC communications, and troubleshoot industrial networks. The candidate must have a strong background in IT hardware systems, and FAT testing of software. The role requires the candidate to design, configure and troubleshoot industrial networks, so an in-depth knowledge of network architecture and protocols is essential. The ideal candidate will have excellent communication skills and the ability to work well under pressure, as they will be responsible for managing multiple customer accounts simultaneously.
Essential Responsibilities
- Design and configure industrial networks to meet customer requirements.
- Analyze customer problems and provide solutions to network and communication issues.
- Provide customer and team support via phone, email, and remote desktop.
- Perform factory acceptance testing (FAT) for software and IT hardware systems.
- Perform software installations (Virtual Machines, OS, PC Configurations, etc.).
- Identify, troubleshoot, and resolve network, software and hardware issues.
- Assist with commissioning, site installations, and training.
- Configure and troubleshoot image processing equipment (Cameras, POE Switches).
- Participate in meetings and coordinate with customers, project managers, and other team members to ensure timely resolution of customer issues.
- Develop and maintain technical documentation, training materials, and testing documentation.
- Provide technical training to customers and colleagues.
- Travel occasionally to customer sites for onsite support.
Qualifications/Requirements
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience:
- Minimum of 3 years' experience in industrial networking and customer support.
- Excellent knowledge of network architecture and protocols (Ethernet, TCP/IP, OPC).
- Experience in designing and configuring industrial networks.
- Experience in troubleshooting complex network and communication issues.
- Excellent communication and customer service skills.
- Ability to work under pressure and manage multiple customer accounts and projects simultaneously.
- Experience in project management and coordination is a plus.