Product Support Engineer

Diversified Services Network, Inc. • Full-time • Peoria, Illinois, United States • 3d ago

Diversified Services Network, Inc. (DSN) is seeking a full-time Product Support Engineer to join our team in Mossville, IL! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk!

JOB RESPONSIBILITIES:

Provide OIP support via calls and ticketing system (L1/L2 troubleshooting and issue resolution).
Deliver remote technical support for hardware, software, and network-related issues.
Manage licensing, renewals, and activation support.
Support Section PCs, ECMs, and related hardware/software systems.
Perform Linux and Windows system maintenance, updates, and troubleshooting.
Administer CWS group access and DevOps user permissions.
Maintain Section Wiki and internal website content and access.
Manage ECM, CA, and UFO inventory, including rack maintenance and FPS registration.
Troubleshoot, clean, and maintain ECMs and associated cabling.
Generate and manage developer tokens and support Pyflash for Network Managers.
Provide VMware support, including VM image creation and management.
Create and maintain L1/L2 knowledge documentation and SOPs.
Coordinate parts ordering and hardware procurement.
Support DevOps transition initiatives and relay board/software systems.

EDUCATION & EXPERIENCE REQUIRED:

Bachelors’ Degree desired, not required AND 3-5 years of experience

REQUIRED SKILLS:

Working knowledge of Information Technology Service Management (ITSM) processes.
Technical Troubleshooting: Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Effective communications: The Product Service Engineer will be required to communicate with internal team members, external parties and service tool users.
Linux/Windows PC maintenance
Cable Maintenance
VMWare Support & Image management

DESIRED SKILLS:

ECM/CA/UFO Inventory
ECM Rack Maintenance
ECM FPS Registration
Washing/Troubleshooting ECMs
Dev tokens for Network Managers
Pyflash Network Managers
Relay boards/software

SOFT SKILLS REQUIRED:

Effective Communications: Working understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Teamwork: Working knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.

Analytical Thinking: Extensive knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.