SCS Engineers is looking for a Support Technician for our Remote Monitoring Control Division (RMC). You will be the first contact for customers looking for technical assistance. You will work remotely or out of our Temecula office as an option.
Provide Tier 1 helpdesk support for all SCS RMC system issues as they arise.
Identify solutions to issues, troubleshoot, and document the issue and solution.
Repair issues and communicate the repairs performed.
Escalate Tier 2+ tickets to the appropriate staff.
Manage help desk ticket system including follow ups and resolution.
Provide quality, organized, and documented technical support to SCS RMC team members and clients.
Work with SCS RMC Network Engineers, Controls Specialists, Developers, and other team members to ensure prompt repair of system issues.
Document all repairs performed, working with Tier 2+ support staff when needed.
Track resolution of issues in helpdesk ticketing system or project management software.
Write correspondence documenting task status and resolution of help requests.
Implement processes related to SCS' Quality Management System and related QA/QC activities.
Assist SCS RMC team with system equipment updates.
Add and remove users from SCS RMC systems and VPN.
Update access roles for SCS RMC systems users.
Provide training to SCS RMC systems users.
Minimum of 1 year of experience as a support technician or other customer support role required.
Bachelor's Degree in computer science or related field preferred.
Experience with JIRA software suite preferred.
Experience with OS environments, including Windows 10 (required), Windows Server 2012/2016/2019 and Linux (preferred).
A+, MCP, MCSE or comparable certification preferred.
Valid driver's license with driving record in good standing required.
Medical, Dental, Vision, Life and Disability Insurance
100% employer-funded Employee Stock Ownership Plan (ESOP) and 401K including employer match