What are the responsibilities and job description for the ISS Technical Support Engineer (TSENG) position at INTEGRITY Security Services LLC?
(Locations: Irvine CA, Detroit MI, & Boston MA)
INTEGRITY Security Services (ISS) is a part of the Green Hills Software (GHS) family with a specific mission to deliver world-class end-to-end security solutions.
Job DescriptionAn ISS technical support engineer quickly becomes an expert user and administrator of the ISS Device Lifecycle Management (DLM) system. They work as part of small and highly productive team to meet the needs of our growing and evolving fast-paced business. In addition to being DLM experts, the technical support engineer works diligently to ensure that ISS customers' needs are met in a timely fashion. The engineer must be passionate, versatile, flexible, and eager to tackle difficult customer challenges.
Essential Functions- Administer the DLM system, as an expert, on behalf of customers
- Work on-site with customers and attend customer meetings as needed
- Take ownership of reported customer issues, and see problems through to resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues
- Manage the customer issue ticketing system
- Capture and formally document customer requirements
- Properly escalate unresolved issues to appropriate internal teams
- Liaison between customers and the engineering team
- Follow-up on action items and escalate issues as needed
- Ensure all issues are properly logged
- Provide accurate and timely reports
- Maintain a positive and constructive relationship with customers
- Work under general supervision
- Occasionally travel to remote customer sites
- Other tasks that may arise
- Working knowledge of major operating systems including Windows, OS-X, and Linux
- Ability to diagnose and troubleshoot basic technical issues and drive action items to closure
- Familiarity with remote desktop applications and help desk software like Zendesk
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Strong organizational skills and diligent record keeping
- Flexible, thoughtful, accountable, and passionate about work with a willingness to learn
- MS Office literacy including Word, Excel, and PowerPoint
- Familiarity with core web technologies including HTML and JavaScript
- Familiarity with web security technologies like PKI and TLS
This is a full-time position. Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m.
TravelOccasional day and overnight travel may be required
Required Education and ExperienceBachelor's degree in software, computer, electronics, or other relevant engineering disciplines. Proven work experience as an Engineer or Technical Support Engineer or similar role
Work Authorization/Security ClearanceMust be a U.S. citizen
Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
The US base salary range should be in the $70K-$90K bonus equity benefits DOE
ContactISS Irvine Office:
300 Spectrum Center Dr
Suite 800
Irvine, CA 92618
ISS Boston Office:
883 Boylston St
3rd Floor
Boston, MA 02116
ISS Detroit Office:
33533 West 12 Mile Road
Suite 365
Farmington Hills, MI 48331
(949) 756-0690 (phone)
iss.careers@ghsiss.com
https://ghsiss.com
ISS is an Affirmative Action/Equal Opportunity Employer, including disability and status as a protected veteran.
ISS makes reasonable accommodations to applicants in order to allow them to participate fully in the application process. Applicants requiring accommodations please contact us. Each qualified applicant with a disability will be evaluated on the basis of their ability to perform the essential elements of the position in question, with or without accommodation.