• Technical Solution Support

    Location US-MI-Troy
    Job ID
    Customer Support
  • Overview

    Troubleshoots a wide range of hardware and software issues, from network devices to application and server issues. May perform upgrades or migrations. Acts to provide solutions guidance to our customers to optimize their use of the solution


    Essential Duties and Responsibilities:


    • Ensure full cycle case management including intermediate technical troubleshooting, case escalations, and root cause analysis for issues that are reported by customers
    • Takes part in customer training, onboarding, and relationship management for all assigned accounts.
    • Perform upgrades, migrations, backups, and preventative maintenance for assigned customer accounts.
    • Complete customer change control documentation, software upgrade project plans and deliver firmware release timing.
    • Contributes and maintains timely technical documentation on the customer support knowledgebase.
    • Receives general instruction on day-to-day work and more specific guidance and oversight on new assignments.
    • Networks with senior, internal and external, personnel in own area of expertise. Frequent communication with inter- organizational and outside customer contacts.
    • Must have strong written and spoken communication skills, including communicating ideas easily and effectively to diverse audiences, small and large



    • Bachelor's Degree or relevant experience 
    • 3+ years of experience 
    • Linux server admin experience
    • Database server experience (Mondo, SQL)
    • Microsoft Server Administration experience
    • Advanced Networking experience
    • Experience in Manufacturing, Healthcare, and T&L preferred
    • Understanding of RFID technologies (experience a plus)Engineer must be fluent in English but other languages are a huge plus.
    • University Bachelors in Computer Science or Engineering, or equivalent required 
    • Knowledge and awareness of operating systems and server technology (OS Microsoft, Linux) and Databases (MS SQL, Oracle etc.) required.
    • Experience with Ford or similar automotive environment is a plus.
    • Self-motivated and persistent with excellent follow through skills required
    • Must be able to travel daily to the ITEK support office in Dearborn Michigan.
    • Minimal travel outside of Dearborn expected.



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