Location: Bethpage, NY
Sr. Support Engineer
Summary –
Provides basic and advanced customer support of NEC systems, including support at the customer’s sites.
Essential Duties and Responsibilities –
- Performs the prestaging and programming of all NEC Systems and Applications for the NEC Direct Northeast Region deployments.
- Perform intermediate to complex installation, maintenance and change order services on NEC Proprietary Systems, applications, and associated equipment at customer locations and/or remotely.
- Performs License Manager Administrative duties.
- Provides basic and advanced Telephony troubleshooting and support.
- Support all basic features on the assigned NEC systems and applications.
- Support high level lab work to include troubleshooting, design, development and verification of system functions, anomalies, enhancements and faults.
- Bench tests customer databases of basic features for troubleshooting.
- Understands basic networking LAN/WAN knowledge.
- Supports 3 or more NEC Systems.
- Supports all basic and advanced NEC systems and their features.
- Supports systems applications.
- Provides remote and onsite support for NEC Proprietary Systems and applications.
- Provides after hours emergency support.
- Provides work around for issues reported in the field.
- Performs in-depth network LAN/WAN understanding and troubleshooting including reading network traces.
- Collects and analyzes NEC proprietary system traces for troubleshooting.
- Writes Field Reports on open software and/or hardware issues.
- Conducts alarm monitoring, deciphering and when warranted requests dispatch.
This list is intended only as a guide and summary of the typical functions of the position. It is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties to which the employee may be assigned. An employee’s supervisor may ask the employee to perform additional duties or take on additional responsibilities without notice. This list is neither complete nor permanent and may be amended at any time in the Company’s sole discretion.
Prerequisites –
Education: Bachelor’s degree (B. A.) from four-year College or university desired; minimum six years related experience and/or training; or equivalent combination of education and experience.
Experience: Technical support in areas as listed in the duties and responsibilities.
Certifications, Licenses, etc: Relevant Microsoft Windows, Linux, and/or Solaris certification is desirable.
Specialized Knowledge and Skills –
Language Skills: Ability to read and write interacts professionally, sensitively and respectfully with individuals and groups to develop productive relationships that enhance quality service delivery.
Mathematical Skills: General math skills.
Reasoning Skills: Problem solving, planning and organization skills.
Work Environment and Physical Demands –
General Work Environment: Office and travel.
Noise: The noise level in the work environment is usually moderate.
Standing/Lifting: While performing the duties of this Job, the employee is regularly required to use hands to handle, or feel and talk or hear. The employee is frequently required to sit and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds.
Visual: Specific vision abilities required by this job include close vision.
Stress: Can be stressful especially when meeting short deadlines.
Travel: Travel as required for onsite system support and other customer support needs.
Supervisory Responsibility, if any: This position has no supervisory responsibilities.
The anticipated salary range for this position is $91,500 to $114,500; depending upon the selected candidate’s relevant experience, the exact salary for the role may fall outside of this range. This role will also be eligible to participate in the Company’s bonus/incentive program(s). NEC offers an extensive benefits program and the role will also include, a Health Insurance package with options that include multiple Medical and Dental coverage options, Pharmacy Insurance, Vision Insurance, Life and Accidental Death and Dismemberment Insurance, Salary Continuation and Voluntary Long-Term Disability Coverage, an Employee Assistance Program (EAP), Adoption Assistance Program, 401(k) with a 50% match up to 6% of employee contribution, 15 PTO days, 10 paid sick days, 11 paid public holidays, Continuing Education and Tuition Reimbursement, 2 paid Community Service Days, a Travel Assistance Program and Pre-Paid Legal plans.
ABOUT NEC CORPORATION OF AMERICA
Headquartered in Irving, Texas, NEC Corporation of America (NEC) is a leading technology integrator providing solutions that improve the way people work and communicate. NEC creates the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.
With a global team of 100,000, and 64,000+ technology patents, we deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology to solve today’s most complex business problems. NEC Corporation of America is a wholly owned subsidiary of NEC Corporation, a global technology leader with a presence in 140 countries and $27 billion in revenues. Backed by 123 years of innovation and experience, NEC knows what it takes to change and stay ahead of technology’s continuous evolution. It is our capability to leverage decades of award-winning technologies and research that has enabled NEC to remain an Information and Communications Technology (ICT) leader and through problem resolution, bring new value to people, organizations, and society.
NEC Corporation of America and its subsidiaries is committed to the maximum utilization of all human resources and the goal of Equal Employment Opportunity/Affirmative Action. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, marital status, disability, genetic characteristics, height, weight, arrest record pertaining to misdemeanors or status as a Vietnam era or special disabled veteran, or any other class protected by applicable federal, state, or local laws.
EOE-Minorities/Females/Protected Veterans/Individuals with Disabilities.
Specialization Description
Field Service Engineering work is focused on providing technical advice to customers including commissioning, installing, and testing of products/equipment including:
- Identifying and correcting more complex problems associated with start-up
- Researching, evaluating, and recommending new products or equipment upgrades that will meet customer needs
- Developing on-going relationships with customers to secure future business
- May resolve/troubleshoot implementation problems and/or train customers on the features of the equipment they have purchased Specialization Match Note: Incumbents matching to this specialization are typically considered tier-two support. Incumbents who provide post-sales technical customer service, typically seen as tier-one support, should be matched to Contact Center Customer Service: Technical. For tier-three support please consider matching to Technical Support Engineering (High Tech).
Level Description
Senior level professional that applies advanced knowledge of job area typically obtained through advanced education and work experience. Works independently applying an advanced knowledge of a job area typically obtained through advanced education and work experience. Works to achieve results in a job area, overseeing and managing projects/ processes independently with limited supervision. Problems faced are difficult and are sometimes complex, though are routine. Coaching and reviewing the work of lower level professionals.