Device Support Engineer - Graveyard Shift

Perforce•Lowell, MA

1d•$56,350 - $75,003•Onsite

About The Position

Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you’ll work with and learn from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward. With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce. Miles Stephens the Manager, Technical Support at Perforce is searching for a Device Support Engineer to join the team. We are looking for an individual who 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.

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