Senior Technical Support Specialist - Linux/Unix

Senior Technical Support Specialist - Linux/Unix

About the Company

In Motion Technology is the leader in mobile enterprise networks that provide customers with fleets in mission critical environments with a secure, managed end-to-end communications system. The company’s solution includes a powerful management platform, an application suite designed to improve situational awareness, industry leading mobile-optimized security and a rugged in-vehicle mobile router. In Motion’s solutions are used by hundreds of public safety, transit and utility fleets across the United States and Canada.

About the Opportunity

We are looking for an experienced technical support specialist to take on a senior role providing remote telephone, email-based assistance and onsite support for our worldwide customers. Report directly to the Director, Technical Services, the Senior Technical Support Specialist is part of a team of experienced Technical Support professionals that strives for customer service excellence. The ideal candidate for this position has extensive knowledge in Linux/Unix, exceptional trouble-shooting skills, effective communication skills and the natural ability to establish working relationship with key stakeholders. In this role, customer issues will typically be received by email and phone and be resolved through a variety of remote diagnostics utilities. The Senior Technical Support Specialist needs to work closely with customers and third party organizations such as wireless service providers to diagnose and resolve issues related to the company’s products.

KEY RESPONSIBILITIES

• Provide customer support during normal business hours and also provide off-hours emergency support on a rotating basis
• Respond to customer questions regarding operation and malfunctions
• Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
• Collaborate with key stakeholders, such as team members, field support staff and engineers to isolate problems and implement solutions
• Monitor network status using the company’s network management products
• Perform troubleshooting of equipment and products returned for repair
• Maintain accurate and current notes using SalesForce
• Keep customers informed of the status and progress of their support ticket
• Share knowledge of the product and industry best practices by contributing to the Customer Knowledge Base
• Provide guidance and mentorship to other team-members in areas of expertise

QUALIFICATIONS

• Must have 5 or more years of experience working in a Support or Engineering role for a product development organization interacting directly with customers providing remote technical support
• Extensive experience working in a Linux/Unix environment is a must
• Proficient with the Linux operating system is required
• Sound understanding of TCP/IP networking concepts and principles is required
• Experience troubleshooting 802.11 wireless networks and knowledge of IPSec/VPN configuration and session negotiation process is an asset
• Cisco CCNA experience or equivalent is desired
• Hands-on knowledge of cellular wireless technologies is a plus

SKILLS

• Proven analytic and problem solving skills
• Effective written and verbal communication skills
• Demonstrated ability to work under pressure, while managing multiple priorities
• Proactive, willing to take initiative and see challenges as a way to learn and grow
• Able to understand the big picture while taking care of the details
• A team player with the ability to work effectively in a diverse workplace
• Strong track record of completing deliverables on time and meet expectations
• Resourceful self-starter with strong interpersonal skills
• Work well individually with minimal supervision and directions


Date Posted:
Oct 21, 2013 9:14 PM PDT
Company:
In Motion Technology
Website:
http://www.inmotiontechnology.com/company1/careers/technicalsupportspecialist/
Contact:
tony.chow@inmotiontechnology.com

Company:
In Motion Technology
Website:
http://www.inmotiontechnology.com
Location:
New Westminster, British Columbia, Canada

In Motion Technology is the leader in mobile enterprise networks that provide customers with fleets in mission critical environments with a secure, managed end-to-end communications system. The company’s solution includes a powerful management platform, an application suite designed to improve situational awareness, industry leading mobile-optimized security and a rugged in-vehicle mobile router. In Motion’s... more