Support Engineer

Key Responsibilities
Handles or assists with most support requests; additional responsibilities include:
Ensuring requests are accounted for in established service level agreements (SLAs) and are addressed, analyzed and resolved in a timely and accurate manner.
Facilitating joint resolution and testing with the development team, M&S team members and others as required to meet customer and SLA expectations / requirements.
Incident ownership, monitoring, tracking and communication.
work in a ticket system
May provide technical advice and support for less experienced team members.
Facilitates requests escalated from M&S team customers and other support teams. * Joins bridge calls with customer in order to request additional information and / or inform about tickets status and progress.
Responsible for clear communication with other involved teams with other internal and external support and development teams (including product development / engineering).
Responsible for Software Load Image Creation and maintenance
Managing Upgrade Packages for Customer Software Images
Managing Driver Updates for Devices
Handle Specific Configuration Requests
Ownership of various Configuration Utilities
Support of Certification Efforts and Production Installations

Requirements
Associates degree in relatable field or combination or schooling and certifications