Key skills
Remote system supportVMWareServer virtualizationDesktop virtualizationVCenterServer hardwareStorage array hardwareActive DirectoryLinux command lineEnvironment variablesTCP/IP networkingNetwork protocolsElectrical schematicsControls engineeringGUI/HMI developmentMotion controlServo tuningVariable frequency drives (VFDs)Programmable logic controllers (PLCs)Allen Bradley ControlLogixSQLScripting languagesPacket sniffersNetwork probesCommand-line debugging toolsMulti-taskingPrioritizationAICRMProblem Solving
About this role
Symbotic is an automation technology leader reimagining the supply chain with its AI-powered robotic and software platform. The Technical Support Engineer plays a hands-on role in ensuring the successful operation of Symbotic systems at client sites, focusing on technical troubleshooting and supporting complex escalations.
Responsibilities:
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Manage incoming help requests from end users through a variety of avenues such as telephone, email, Microsoft Teams as well as Cases via Online CRM
- Be a lead in the diagnostic of utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identify appropriate software and hardware used and supported by the organization
- Perform and lead hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
- Test fixes to ensure problem has been adequately resolved
- Lead post-resolution follow-ups to help requests
- Develop help sheets and knowledge base articles for end users
- Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure
- Willing to provide on-call support coverage for customers
Requirements:
- Bachelor's degree in Controls Engineering or a directly related field
- Minimum of 3 year experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc
- Experience with VMWare or other server/desktop virtualization platforms and management
- Ability to troubleshoot VMs at an advanced level using VCenter and other tools
- Strong ability to multi-task and prioritize action; and effective troubleshooting problem solving skills
- Experience with Server and Storage Array hardware
- Mastery of Active Directory
- Advanced Knowledge of command line and environment variables. (Linux++)
- Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc
- Advanced Knowledge of VMWare or other server/desktop virtualization platforms and management
- Advanced Knowledge of troubleshooting TCP/IP based networks, protocols and familiarity with electrical schematics
- Controls design experience including GUI/HMI development
- Experience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley ControlLogix preferred)
- Familiarity with electrical schematics and hardware-level diagnostics
- Experience with SQL and the ability to create or modify scripts
- Experience with packet sniffers, network probes, and command-line debugging tools
- Knowledge of scripting languages and data log analysis