Symbotic’s talented and diverse workforce develops disruptive robotic solutions for warehouse automation and supply chain transformation, which drives results and focuses on customer satisfaction. Our modular and scalable solutions utilize existing space and high-speed robotics combined with proprietary software and technology. Since forming in 2007, Symbotic has grown to over 250 employees nationally and supports an impressive, high-profile customer base. We seek candidates who are passionate about our solution and approach problem solving with a creative mind and a commitment to excellence. If you seek a challenge and want to impact the way the world distributes product from manufacturers to store shelves, we invite you to join our team.
Job Description
IT Technical Support Engineer
Symbotic is looking for people who thrive in a fast paced, solutions oriented and creative environments. The IT Technical Support Engineer will play a hands-on role in IT support of Symbotic’s system at our Client’s site. The qualified candidate will be responsible for receiving, prioritizing, documenting and actively resolving end user help requests. The candidate will also assist in problem resolution that is involved at the IT level for the System Software.
Responsibilities
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Field incoming help requests from end users through a variety of avenues such as: telephone, email, Skype and as well as Cases via Online CRM.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and knowledge base articles for end users.
- Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure
- Provide on-call support coverage for customers.
- Ability to travel in North America up to 60% initially, travel requirement will be reduced to 10% to 20% after initial training period
Qualifications
- Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc
- Experience working with NetOps
- Experience with VMWare or other server/desktop virtualization platforms and management.
- Experience with Server and Storage Array hardware.
- Experience with TCP/IP based networks, protocols and troubleshooting.
- Experience with tools such as packet sniffers, network probes, command line debug
- Experience with Window OS and Linux patching
- Good command of Linux shell and scripting
- Extensive application support experience – either in office, in field or both.
- Experience using SQL with ability to create and/or modify SQL scripts.
- Can demonstrate effective and disciplined troubleshooting problem solving methodologies
- Strong documentation skills
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience with ISC DHCP, BIND and server BIND configuration is a plus
- Experience with PLC programming is a plus