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Technical Support Engineer

Company Name:
Topcon
Topcon Positioning Systems (TPS) is the world leader in providing innovative precision positioning systems for construction, surveying, mining and agricultural applications.
Located east of San Francisco in the Livermore Valley, our commitment to innovation has earned countless patents and led to a vibrant culture of engineering and design creativity balanced with a pragmatic passion to solve the problems of tomorrow, today.
o Provide basic and intermediate professional assistance to clients in
answering inquiries, and interpreting resource catalogs via telephone.
o Primary engineer to perform remote modality integration into database image
management applications for existing customers.
o Provide remote assistance via internet connection to resolve basic database
and application image management issues.
o Provide a "Level 2" technical PHONE support.
o Work under minimal supervision.
o Support for warranty, contract, and "paid support" customers.
o Support for employees.
o Escalate "engineering" issues to Supervisor or Sr. Imaging Support
Engineer.
o Primary engineer to resolve product remote connectivity, and image management
issues.
o Perform online and some onsite training sessions for customers on using the
image management application.
o Excellent working knowledge of Microsoft Windows and Microsoft network
environment (DNS, DHCP, VPN, RDP etc).
o Intermediate knowledge of Microsoft Server 2003/2008.
o Basic to intermediate knowledge networking.
o Basic to intermediate knowledge of programming/scripting.
o Basic to intermediate knowledge of SQL.
o Good written, verbal, communication, and presentation skills.
o Good organization skills.
o Negotiation, people, and critical thinking skills.
o Ability to deal effectively with customers.
o Must be able to multitask: quickly analyze and resolve specific problems.
o Must be very flexible, and decisive.
o Travel 10% of time with overnight stays.
o A minimum of 1-3 years experience in customer service.
o Less than 1 year experience in technical support.
o Prefer experience in medical device industry
o Requires BS degree or AS in Computer Technology or equivalent
o Be able to lift 50 pounds.
o Valid driver's license and use of a car.
o Able to secure line of credit.
o Trained on 50% of software modules.
o Support success rate > 50%

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