Flex Support Engineer

Creston • Rockleigh, NJ

2d

About The Position

The Flex Support Engineer is a specialist with advanced knowledge of unified communications and intelligent video conferencing solutions, specifically Crestron's Flex and Intelligent Video platforms. The role handles incoming support phone calls and online submissions, documents a clear description of reported problems, and applies technical knowledge to resolve issues or investigate further, gather information, and work toward resolution or escalation. The engineer also supports customer education and contributes materials and tools to Crestron's customer knowledgebase.

Requirements

• Bachelor's degree preferred.
• Knowledge of unified communications platforms, including Microsoft Teams and Zoom.
• Knowledge of Exchange, O365, and Active Directory.
• Network diagnosis skills; CompTIA+ is preferred.
• Ability to read and interpret system schematics, floorplans, and similar materials.
• Ability to collect and interpret system-level data for analysis.
• Ability to clearly document issues, steps taken, and the reasoning behind the investigation path.
• Ability to think outside the box and understand how small data points can affect the larger picture.
• Excellent interpersonal, written, and verbal communication skills, and ability to learn new technologies.
• Ability to prioritize tasks effectively, maximize organizational benefit, and quickly identify when escalation is needed.
• Ability to lift and maneuver up to 50 pounds.

Nice To Haves

• Bachelor's degree.
• Microsoft Certified Association.
• CompTIA+ certification.

Responsibilities

• Build and maintain customer rapport, ensuring customers understand that Crestron supports them throughout the process.
• Determine the specifics of reported problems, including a clear problem description, the number of deployed systems affected, hardware/firmware/software configurations, and the deployment environment and equipment involved.
• Review published Crestron and, where applicable, conferencing service provider documentation with customers.
• Perform high-level analysis of log files.
• Perform basic analysis of customer networks.
• Verify that customers' conferencing services are properly configured through the appropriate portal, such as O365 or Zoom.
• Create RMAs as needed for customer sites.
• Support the Crestron customer knowledgebase by creating training materials, knowledgebase articles, supporting documentation, and/or software tools.
• Perform other duties or responsibilities as required.

What This Job Offers

• Job Type: Full-time