• Hardware Solutions Engineer - Program Team

    Job Locations US-CO-Denver
    Req No.
    2018-1596
    Type
    Regular Full-Time
    Travel
    Up to 25%
  • Overview

    We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

     

    Bring your best self

    See it

    Own it

    Crush it

    Be Gracious

     

    Four Winds Interactive is seeking a Hardware Solutions Engineer for our Program Management Team. The Hardware Solutions Engineer will be responsible for the technical aspects of all solutions managed by the Program Team. These programs can involve solutions installed at hundreds of locations and must be stable, supportable, and scalable. The role will work on evaluating and supporting existing installations and look for opportunities for improvement. The role will also be involved in the sales cycle to ensure hardware and software scoped meets the needs of the program. The Hardware Solutions Engineer is not a management position.

     

    The compensation package will be aligned to each candidate experience and qualifications. All applicants must be authorized to work in the United States. 

    Responsibilities

    • Hardware/Installation
      • Manage 3rd party and/or FWI installation schedule
      • Manage installation schedule with respect to hardware procurement, systems engineering
      • Work directly with hardware vendors for planning, testing, etc., defect tracking, etc. including enclosure manufacturers
      • Test new hardware
      • Responsible for monitoring solution post install; checking in with problem properties to assess issues
      • Documentation
      • Maintain all documentation for installation team (this would be an ongoing task incorporating lessons learned and changes in hardware)
      • Create all documentation for player settings, hardware settings, all configurations
    • Testing/QA
      • Assist in testing of all hardware solutions proposed
      • Test full solutions in-house before shipment to customer location
      • Ensure that when FWI performs a fix on any part of the solution at any location, it is well tested and certified to be rolled out to all necessary properties
    • Support
      • Review technical support cases for all program locations; identify trends, ensure we are driving to root cause and then applying that root cause fix across entire install base
      • Point of escalation for support issues
      • Act as network liaison between client ISPs and/or IT Departments in order to expedite resolution
      • Maintain shared document with running list of all program issues in the field with resolution and action plans – real time
      • Create technical program metrics:
        • Issues by location
        • Issue trends
        • Hardware failure trends
    • Program Support
      • Validate technical specifications of welcome packets/install guides/support documentation
      • Monitor solutions for overall stability
      • Join Program Management team in customer communications and represent the technical components of the program
    • Cultivate a team environment that focuses on service, customer satisfaction, and productivity.
    • Manage the timely response and ticket closure of system issues according to contractual uptime SLAs; outbound phone support required.
    • Work with Project Managers, Sign Developers, and Support techs in order to generate performance reporting according to internal & client requirements.
    • Work is generally expected to take place during normal working hours however candidates should be flexible with schedules to meet the needs and demands of the business.
    • Other duties as assigned.
      • Assist with PC configurations for Hardware Solutions Team
      • Perform hardware verification on client owned hardware
      • Perform hardware engineering, testing, analysis as needed
      • Work directly with customers to scope hardware solutions
      • Work with internal teams to resolve hardware escalations as needed

    Qualifications

    Education & Experience:

    • Bachelor’s Degree in Information Technology, Computer Science, related field, or equivalent experience preferred.
    • 1-3 years’ experience with IT/LAN/WAN in an operations or help-desk environment
    • 1-2 years troubleshooting network elements, protocols, services, and transport layer problems.
    • 1-3 years in a Tier II or engineering role a plus.

    Required Skills Knowledge, Skills and Abilities:

    • The ability to manage multiple simultaneous and diverse technology issues to resolution, with minimal supervision and an unbeatable sense of urgency.
    • Highly analytical mindset with exceptional problem-solving and critical analysis skills
    • Strong understanding of application protocols and standards HTTP/SMTP/SSL/DNS/DHCP
    • Strong understanding of TCP/IP and networking concepts.
    • Must be able to design repeatable tests
    • Experience in the development of operational procedures, processes and scripts.
    • PowerShell scripting experience writing functions and scripts (not just from command line).
    • Ability to plan, install, build, manage, support, configure and test infrastructure components and connectivity. 

    Desired Skills Knowledge, Skills and Abilities:

    • Basic knowledge or interaction with Salesforce.
    • LabTech, Kaseya, SpiceWorks, or other System Management experience is desired.
    • Demonstrated and quantifiable troubleshooting skills
    • Excellent communication skills, both written and verbal
    • 1+ years of experience in digital signage or related industry with a focus on hardware testing, certification or implementation
    • Industry certifications such as CompTIA A+, Networking+, Microsoft MCSE or similar

     

    Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

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