Technical Support Engineer I

COVID-19 considerations:

IPA is mandating that all of our employees must have the COVID vaccine. To be considered for this position, you must be fully vaccinated before the start of employment. Exemptions and accommodations will be made for legitimate religious or medical reasons.

Job Title: Technical Support Engineer I

Job Location: Duluth, Georgia

Work Schedule: Hybrid: M-F (Tuesday, Wednesday, Thursday in office; Monday and Friday remote). Required to cover nights and weekends on a rotating basis to ensure a consistent customer experience.

Position Status: Full Time - Regular / Hourly - Non-exempt

Position Overview

Reporting directly to the Technical Support Supervisor, the Technical Support Engineer I (TSE I) will serve as the initial point of contact for both internal and external customers, serving as a bridge between customers, field engineers, and field partners. The TSE I is responsible for case management, addressing inquiries, and resolving level one technical problems, with a focus on providing prompt and professional service. This role involves troubleshooting and supporting basic system and device issues, utilizing accumulated knowledge and best practice documents to assist customers. TSEs are expected to guide users and field technicians through diagnostic procedures, provide technical support for hardware and software issues, and demonstrate a clear understanding of the company's products and services.

Additionally, the TSE I is tasked with problem recognition, isolation, and resolution, with a commitment to achieving speedy and efficient case resolution. They are encouraged to take ownership of service issues, identify and prioritize problems, and engage others as needed to ensure customer satisfaction. Effective communication is paramount in this role, both with customers and internal teams. The TSE I must accurately document interactions and case details, inspire confidence in clients, and escalate complex issues when necessary and perform other duties as assigned to support the department's objectives. They are also encouraged to contribute to knowledge sharing, process improvement, and feedback mechanisms to continuously enhance the support experience. In some cases, travel to customer sites may be required, and the role may involve occasional night and weekend coverage. 

Key Responsibilities:

• Technical Troubleshooting: Troubleshoot, diagnose, and provide support for system and device issues related to both hardware and software with a continuous learning mindset.

• Knowledge Utilization: Utilize accumulated knowledge and leverage best practice documents and tools to effectively support external and internal customers.

• Diagnostic Leadership: Lead users and field technicians through diagnostic procedures, effectively gathering information, determining root causes, and developing solutions.

• Comprehensive Technical Support: Provide technical support to external and internal customers and field technicians, addressing common issues related to mechanical, electrical, networking, and software problems.

• Product Understanding: Maintain comprehensive awareness of IPA's products and services, including how they function, common troubleshooting, repair, and optimization procedures.

• Ownership and Prioritization: Take ownership of service issues, identify and prioritize them based on nature and urgency, and adjust urgency and communication accordingly.

• Effective Communication: Accurately and thoroughly document customer interactions, support cases, and diagnostics. Compose clear and effective communications, ensuring the right stakeholders are informed in a timely manner.

Qualifications:

• Bachelor's Degree in Information Systems, or related field from a four-year college or technical school preferred or equivalent combination of education, training, and experience.
• In lieu of a degree, 3 years or more of relevant experience in a customer facing technical support environment would suffice.
• Solid customer-facing, technical support, multitasking, and time management skills.
• Intermediate troubleshooting, and hands on technical application skills.
• Sound technical knowledge, aptitude and skills.
• Strong communication, interpersonal, and stakeholder management skills.

Additional Skills & Knowledge:

• Proficiency in Microsoft Office Suite.
• Working knowledge of Linux (preferred)

Benefits:

• Medical, Dental, and Vision
• Telemedicine
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Company-paid Short-Term and Long-Term Disability Insurance
• Company-paid Life and Accidental Death & Dismemberment
• 401k with company match
• Employee Stock Purchase program
• Commuter Benefits
• Employee Assistance Program
• Paid holidays & paid time off
• Company-paid Parental Leave

Pay Range: $25-$30 / hour

ABOUT THE COMPANY

IPA is the leading manufacturer of linen and specialty uniform distribution solutions. IPA provides the most advanced range of solutions for the management and automation of healthcare linen and specialty uniforms. We design advanced software and hardware solutions that allows you to monitor and manage distribution processes efficiently while increasing staff satisfaction, reducing infection risks and reducing costs. Our solutions are made in the U.S.A and are installed in more than 1,000 hospitals worldwide.

Since the introduction of our first healthcare linen automation product in 1995, IPA has grown to become the market leader with more than 900,000 healthcare professionals utilizing our technology each day. Our customer base ranges from community hospitals to leading academic hospitals, including 18 of the 20 hospitals recognized on the U.S. News and World Report Best Hospitals Honor Roll, 2022-2023.

Our focus is on reducing the cost of healthcare and it is this focus that drives us to deliver quality solutions to our customers every day.

For more about life at IPA visit https://www.thinkipa.com/careers

Salary : $25 - $30