MC Machinery Systems Inc Network Support Technician in Elk Grove Village, Illinois
Primary responsibility is to provide on-site and remote support to end users & MMS staff regarding the installation of remote services offered by MMS. Secondary responsibility is to exercise independent judgment and discretion to resolve network related machine problems of company/customers, either at the customer’s site or by telephone support. This includes knowledge of computer hardware, software, and peripherals. Additionally, this role also works on other business-related software projects as required.
Configure hardware nodes used for machine communications to the cloud
Review, evaluate, and resolve issues between host network and machines at customer sites
Review, evaluate, and document issues with remote services application for end users (PC, Apple, Android devices)
Review and evaluate new software builds and test for bugs (PC, Apple, Android devices) as directed by manager
Assume responsibility, exercise discretion and independent judgment to evaluate, diagnose, and provide timely, appropriate responses and resolutions to customer reports, and as necessary, determine whom else at MC Machinery to involve in customer problem solving
Provide training on basic networking practices for MMS staff, both through formal classroom and at customer's site
Provide hardware and software support in regards to the hardware node used for communications with the cloud
Maintains call logs and solutions in power help software
Uses a variety of advanced tools to support the remote services product
May occasionally work outside of the normal business hours
KNOWLEDGE, SKILLS AND ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work independently and use judgment to determine customer problems without direct supervision.
Desire to work well in a team environment.
Understand Basic Networking Concepts: IP Addressing / protocols / subnettingAbility to train customers and MMS staff on proper usage of such techniques.
Knowledge of windows networking and troubleshooting techniques: TCP/UDP, DHCP,DNS,FTP,IP,SSL, HTTP,SSH,MQTT
Extensive knowledge in Windows operating systems (Windows 95 and up)
Able to prioritize work based on department and production objectives
Independently diagnose and treat a variety of problems or situations and modify as deemed necessary.
Ability to effectively document and communicate ideas, strategies, problems, and solutions in both verbal and written forms to co-workers and customers.
Prepare written service reports and other necessary supportive documentation.
Willingness to travel to various customer locations as necessary.
Ability to create strategic and effective solutions to customer’s problems.
Willingness to learn about the machine tool industry, machine tools, and value added services offered by MC Machinery
EDUCATION AND EXPERIENCE:
Associate’s degree in Computer Science or equivalent.
Minimum 3 years of experience working in an information technology related environment
Network + Certification or equivalent experience/knowledge is recommended
Bi-lingual (English-Spanish) competency is not required but highly desired
Equal Opportunity Employer – race, sex, veteran or disability status, gender identity, sexual orientation