Device Support Engineer - Graveyard Shift

Perforce•Lowell, MA

5d•Onsite

About The Position

Perforce is seeking a Device Support Engineer to join their Technical Support team. This role focuses on managing offline device issues, enhancing the monitoring of Perfecto clouds, microservices, and servers, analyzing logs and device trends, and improving customer communication to proactively address issues before they are reported. The goal is to ensure smooth operations and excellent customer experience within a 24x7x365 NOC environment.

Requirements

Ability to work nights, weekend, and holidays as needed.
Flexible to cover other shifts as needed in a 24X7X365 NOC environment.
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.
Knowledge of Android and iOS operating systems.

Nice To Haves

Knowledge of AWS, Confluence, JIRA, and Salesforce.

Responsibilities

Respond to customer escalations and requests for service.
Effectively communicate status to customers and internal staff.
Documentation of trouble resolution through the use of trouble ticketing system.
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 management of servers.
Troubleshooting global Networking, System, and Mobile device issues.
Ticketing and Change Management tools.
Device upgrades (Windows, Linux, and Mobile devices).
Create and maintain technical documentation.