Device Support Engineer

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Position Summary: A Device Support Engineer helps manage offline device issues, improve monitoring of Perfecto clouds, microservices and servers, assist in analyzing logs, device trends and improve communication with customers – effectively allowing us to handle these issues before they are reported by our customers.

Responsibilities:

Respond to customer escalations and requests for service.

Effectively communicate status updates to customers and internal staff.

Documentation of trouble resolution using internal ticketing systems.

Interface with other NOC support teams, both local and remote, to work on standards, resolve issues and implement new hardware and devices into the production environment.

Assist with the implementation of new technologies within NOC and lead automation of monitoring administrative tools.

Update Mobile device firmware and software.

Maintain Mobile device database.

Domain migrations.

Monitoring and troubleshooting system operations and management. Monitoring Perfecto Mobile cloud and devices.

On-Boarding of new systems and devices into Perfecto Mobile, Partners, or customers’ data centers.

Troubleshooting Windows and Linux systems as part of Perfecto Mobile’s SaaS solution.

Remote server management.

Troubleshooting global networking, datacenter hardware, and mobile device issues.

Ticketing and Change Management tools.

Device upgrades (Windows, Linux, and Mobile devices).

Create and maintain technical documentation

Requirements:

Ability to work nights, weekend, and holidays as needed. Flexible to cover other shifts as needed in a 24X7X365 NOC environment This is a full time on-site position located at our Lowell, Massachusetts Data Center.

Three years professional work experience

Must be able to work in a team environment and perform routine as well as technical tasks

High organizational ability: able to work and follow processes by instructions and methods

Strong analytical, documentation, and communication skills

Out of the box thinker with excellent communication skills

Experience with trouble ticketing and change management tools

Understanding of basic Windows registry and Windows event log analysis

Experience with MacOS, Linux and Windows Operating Systems

Knowledge of Android and iOS operating systems

Preferred: Knowledge of AWS, Confluence, JIRA, and Salesforce

Full-Time

Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time. Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company. If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today! Please click here for: EOE & Belonging Statements Perforce Software