Fleetmatics has an immediate need for an experienced level 2 Application Support Hardware Engineer to join our expanding team in our Telematics HQ in Atlanta, Georgia.
This is a key engineering support role requiring strong technical and communications skills. You will be responsible for the uptime, performance, incident management and tracking of system and hardware defects for a global SaaS based product serving customers around the globe. The role will involve collaborating with a team of business analysts, developers, engineers and customer care teams. This is a hands-on role that requires a sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers.
Maintain and help drive system and hardware uptime and performance
Actively monitor, log and respond to production application/hardware incidents
Help reduce the team’s average MTTR time by following ITIL Incident Management frameworks
Drive Incident and Problem ticket root cause analysis and resolutions.
Have a clear understanding of electronics, network, database management and operating systems.
Collect and document data on hardware performance, problems and failures
Communicate with Customer Care Representatives, Hardware Engineering and Field Installation Technicians on resolving escalated technical problems and issues
Working with hardware vendors to resolve issues and drive improvements
Data driven decisions making on identifying and resolving hardware/in-field issues.
Perform miscellaneous job-related duties as assigned by the team manager
What we’re looking for...
Essential Skills & Experience
2-4 years in an Application or Hardware Support Role - Degree in Computer Science or Electronic Engineering
Cell carrier knowledge with Modem, SIM and APN configuration experience
Familiar with Windows server environments, Windows and native Services, Console Services, Event Logging, and Viewers
Basic SQL query experience.
Familiarity with the use of Application monitoring tools in either a software, infrastructure or networking environment; knowledge with AppDynamics, OpManager and NewRelic, Solar Winds a plus.
Ability to learn and work in an ITIL best practise environment
Ability to learn or utilise Scripting technologies
Experience a Plus
12/24V vehicle installation practises and aftermarket product experience
Vehicle Wiring knowledge, basic diagnostic practises and understanding of automotive schematics.
Andrino and/or Raspberry pi experience for testing and data collection is a plus
SMS/UDP communication knowledge
Core Behavioural Attributes
Must have excellent communication skills to deal with developers, technicians and Care teams
Excellent problem solver with strong analytical skills and logical thinking
Works well as an individual and in a team environment, collaborating with other to achieve results
Works to understand customer needs and technical difficulties
Guided by and results driven
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Corporate / senior
Atlanta , United States