Remote Technical Support Engineer

Daktronics is a company that designs, engineers, manufactures, and supports digital LED display technology and audio systems. They are seeking a Remote Technical Support Engineer who will be responsible for troubleshooting and resolving technical issues while providing exceptional customer support.

Responsibilities:

• Ensure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversations
• Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail
• When needed, collaborate with a team to resolve, or escalate product issues
• Periodically provide on-site support for service projects, event support, installations, and on-site technical service (amount of on-site technical work could vary based on geographical location and seasonality)
• Actively create and update knowledge base articles for internal and external uses
• Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions
• Perform shift work and participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidays
• Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers

Requirements:

• Associate degree required, bachelor's degree preferred. Ideal majors contain course work in electronics, networking, or computers. Examples include Information Systems, Network & Security Administration, Electronics Technology, Electronics Engineering Technology, Computer Engineering Technology. Will consider non-technical majors with previous experience demonstrating technical learning ability and aptitude
• Previously demonstrated ability to pick up technical concepts quickly, retain that knowledge, and convey that knowledge to customers who have varying levels of technical ability
• Demonstrated experience interacting with a variety of individuals in a positive, professional manner. Previous customer service and/or phone/call center experience preferred
• Effectively exercise discretion, independent judgment, and responsible time management
• Comfortable working independently from a home office location
• Strong computer skills required: Internet navigation, word processing, spreadsheets, and strong proficiency with Microsoft Operating systems
• Ability to travel to South Dakota up to twice per year for training
• The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy to begin and maintain employment. This requirement will be verified through a motor vehicle record (MVR) check conducted in accordance with applicable federal, state, provincial, and local laws
• Fluent in English, written and verbal
• Applicants must be 18 years of age or older
• Daktronics does not sponsor, renew, or extend immigration visas for this position