Technical Support Engineer

Company: Envision Peripherals
Location: Milpitas
Posted on: March 28, 2020

Job Description:

EPI/AOC is a leader of HD display technology for Monitors, TVs and Multi-functional Displays backed by over 60 years of design and manufacturing experience. AOC has earned a reputation for selling user-friendly, technologically advanced displays with every aspect of AOC's business focusing on the development of products that fit seamlessly into consumers' digital lifestyle. Find us at: https://us.aoc.com/ or http://usa.philips.com/
We are seeking qualified individuals to fill two Technical Support Engineer positions.
Summary of duties:
Perform 2nd tier troubleshooting, manage 3rd party supplier and create reports detailing the overall performance of your area of responsibilities.
Essential Functions:

• 
  
• Research, troubleshoot and provide solutions to 2nd tier and escalated technical support cases generated from our call centers.
  
• Ask customers targeted questions to properly and quickly diagnose problems and provide solutions.
  
• Create knowledge base to log common issues and solutions for future reference
  
• Prioritize and manage several open issues at one time.
  
• Follow thru on all cases from start to finish.
  
• On-site support for large field quality issue may be necessary.
  
• Follow proper procedure to escalate unresolved issues to appropriate internal teams such as Product Management, factory QA or factory technical support.
  
• Manage third party service provider, including establishing KPI and measuring performance to ensure customer service satisfaction.
  
• Third-party service provider training.
  
• Generate necessary reports in order to show the overall performance of your area of responsibility.
  
• Other duties required for the overall efficiency of the Technical Solutions Department.
  
  Qualifications Required:
  
  • 
    
  • Proven work experience as a Technical Support Engineer or related experience
    
  • Ability to provide complete step by step troubleshooting instructions both in writing and verbally
    
  • Good knowledge of different Operating Systems such as Windows and MAC OS
    
  • Ability to create reports to communicate achievements
    
  • Good knowledge of Word, Excel and PowerPoint
    
  • Good communication skills
    
  • BS Degree in Electrical Engineering, Electronics Engineering or related field or BS Degree in Business.
    
    EPI offers medical, dental, vision, life and AD&D insurance, business travel insurance, 401(K) plan with company match, KPI bonus, year end bonus, sick and vacation leave. Interested candidates, please send your resume with desired base salary information when applying.

Keywords: Envision Peripherals, Milpitas , Technical Support Engineer, IT / Software / Systems , Milpitas, California