Senior Technical Support Engineer

Ametek, Inc. • Mount Prospect, IL

7d

About The Position

Rauland is seeking a Senior Technical Support Engineer to provide hands-on technical support for mission-critical technology used in healthcare and education. The role involves troubleshooting complex hardware and software issues, configuring Rauland systems and integrations, and working with customers and technicians to resolve problems and maintain system performance. The position also includes sharing technical knowledge and helping customers and colleagues become more self-sufficient.

The engineer provides post-sales support through a ticketing system and telephone, delivers technical training, performs customer-site troubleshooting and installation validation, and supports product implementation best practices in customer and distributor discussions. The role includes a 24-hour on-call rotation, coaching peers through complex technical issues, and serving as an escalation point to the Engineering Department.

Requirements

• Bachelor of Science or Bachelor of Arts in Electrical Engineering or Computer Science, or an equivalent combination of education and relevant experience.
• At least 7 years of experience with electronic equipment service or repair, or as an IT professional.
• Understanding of Microsoft operating systems.
• Ability to manage multiple high-visibility sites.
• Computer literacy at the graphical user interface operating-system level.
• Advanced understanding of hardware and software installation practices.
• Advanced electronics troubleshooting skills and ability to resolve complex problems.
• Advanced understanding of Ethernet networking and troubleshooting.
• Advanced understanding of Microsoft SQL, including basic SQL troubleshooting.
• Excellent written and verbal communication skills.

Nice To Haves

• MCSE, MSSQL, or Network+ certification.
• Experience supporting Microsoft OS and Server versions.
• Working knowledge of other IT enterprise technology and virtual servers.

Responsibilities

• Provide post-sales customer support through a ticketing system and telephone; configure and troubleshoot systems and document support calls in helpdesk software.
• Conduct onsite and offsite technical training for distributors and end users on Rauland products.
• Troubleshoot customer system problems onsite and perform onsite installation validation to help ensure systems perform optimally.
• Participate in customer and distributor conference calls to provide pre-sales and post-sales guidance on product implementation best practices.
• Document Technical Bulletins for common field issues.
• Participate in a 24-hour on-call rotation.
• Coach peers through complex technical issues and testing on internal Rauland equipment.
• Act as an escalation point for the Engineering Department.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior