Professional Services Technical Support Engineer

Location: Schaumburg IL.

Department: Professional Services

Position Reports To: Sr. Director of Professional Services

Schedule: Monday Friday: 7:30am 4:30pm central time

Schedule Type: Standard

Travel: Required

Position Overview

The Technical Support Engineer Level One (TSE L1) provides front-line technical assistance to clients and internal teams supporting product setup troubleshooting and early-stage issue resolution. Working within the Professional Services Department this role ensures the successful delivery and adoption of solutions by addressing technical questions diagnosing problems and documenting cases. This position will also include working with internal SMG3 cross-functional teams which include: Project Management Operations Warehouse Sales Sales Success and customer account teams.

In a supply chain and procurement-driven organization this role must understand how product availability replacements repairs and logistics affect technical outcomes and client timelines. The ideal candidate is customer-focused technically curious detail-oriented and eager to grow into higher-level engineering or implementation roles.

Key Responsibilities

1. Staging & Configuration

• Support Professional Services teams during customer implementations by assisting with technical readiness basic configuration and device setup activities.
• Validate system and device functionality to ensure all required components firmware and configurations are installed and operating as intended.
• Perform device inventory management capturing serial numbers MAC addresses device names labels firmware versions IP addresses and related details in tracking spreadsheets.
• Execute firmware updates using over-the-air methods flash drives or microSD cards to deploy the latest or agreed-upon stable firmware versions.
• Apply labeling and asset tagging in accordance with project and customer requirements.
• Enroll devices into Mobile Device Management (MDM) platforms using QR codes enrollment tokens or manual methods such as app sideloading.
• Configure devices using automated or manual processes by following documented setup guides and desired configuration standards.
• Conduct quality control checks as a final validation step to ensure devices meet defined quality and readiness standards prior to shipment or deployment.
• Assist in the design and validation of MDM architecture and device configuration approaches.
• Verify configuration and deployment documentation for accuracy and completeness.
• Participate in project kickoff and status meetings to provide technical input and track assigned action items.
• Engage in internal training and knowledge-sharing initiatives to continuously grow technical expertise and service delivery capabilities.

2. Spare Pool & Repairs

• Coordinate with Warehouse and Repair teams to manage replacement units RMAs repairs and other hardware failure workflows.
• Track and manage technical cases that require physical device movement including swap-outs returns repairs and spare pool fulfillment ensuring alignment with customer timelines and service commitments.
• As needed perform audits of current inventory to validate stock accuracy and confirm all required pre-work is complete.
• Ensure configuration and inventory documentation is current accurate and aligned with approved configuration standards for new and replacement orders.
• Process same-day spare pool requests and ensure devices are transferred to the warehouse and shipped in a timely manner.
• Receive and clear incoming repaired hardware from OEM partners validating that reported hardware issues have been resolved prior to returning devices to inventory or deployment.
• Work directly with customers to cycle out aging or faulty devices evaluating hardware conditions to determine repair eligibility or scrapping requirements.

3. Front-Line Technical Support

• Serve as Level One technical support for clients via phone email chat or ticketing system.
• Diagnose and resolve basic technical issues involving hardware software connectivity configuration or user setup.
• Use troubleshooting scripts knowledge base articles and diagnostic tools to resolve cases efficiently.
• Escalate complex issues to Level Two/Three engineers with clear documentation and next-step recommendations.
• Track issues through resolution and communicate updates to clients in a timely professional manner.
• Log all support interactions and resolutions in the ticketing/CRM system with accuracy and clarity.
• Maintain detailed case notes troubleshooting steps outcomes and escalation rationale.
• Contribute to the internal knowledge base by documenting solutions FAQs or recurring issues.
• Deliver a high-quality calm solutions-oriented support experience.
• Set clear expectations on next steps timelines and handoffs.
• Educate clients on basic product use and prevention of common technical issues.
• Identify patterns in support issues and provide feedback to Professional Services Product Supply Chain or Procurement teams.
• Assist with improving troubleshooting guides onboarding materials and implementation checklists.
• Ensure that CSAT scoring is consistently at or above 90%
• Work schedule can vary depending upon work loads and customer needs.

4. Onsite

• Travel to customer locations under the guidance of Tier 2/3 support resources to provide hands-on assistance for escalated or specialized support cases.
• Support onsite go-live deployments including device rollout validation and post-deployment stabilization.
• Perform onsite device setup configuration troubleshooting and break/fix support to minimize user downtime.
• Execute firmware updates Android lifecycle rotations and hardware refresh activities in alignment with approved standards.
• Assist with inventory management procurement and tracking of rental spare pool and end-of-life (EOL) hardware.
• Provide onsite support during network changeovers including connectivity validation and issue resolution.
• Assist with wireless surveys site optimizations and installs.
• Capture photos and videos of equipment storage areas checkout processes and onsite practices for documentation and follow-up.
• Deliver onsite user training and provide clear documentation to support adoption and proper device usage.
• Complete detailed written reports summarizing work performed findings and any outstanding issues.
• Coordinate with internal teams to communicate onsite findings and recommend process or configuration improvements.
• Follow customer safety security and access protocols while working in active environments.

Qualifications

• Associates or bachelors degree in IT Engineering Computer Science or related field preferred (equivalent experience welcomed).
• 0 2 years of technical support help desk field service or professional services experience (internships welcome).
• Basic understanding of hardware/software troubleshooting networking fundamentals and system configuration.
• Familiarity with supply chain/procurement concepts (lead times substitutions repair logistics RMAs) is a plus.
• Experience using ticketing systems or CRM tools (ServiceNow Zendesk Freshdesk Salesforce etc.) preferred.
• Strong communication and documentation skills with a client-first mindset.
• Organized detail-oriented and able to manage multiple open cases.
• Willingness to learn quickly in a fast-paced operation-driven environment.

Key Competencies

• Technical Troubleshooting & Curiosity
• Customer Service Mindset
• Clear Documentation & Ticket Discipline
• Cross-Functional Collaboration
• Time Management & Prioritization
• Problem Solving & Adaptability
• Professional Communication