Technical Support Engineer

We are currently looking for an experienced and well-rounded Technical Software Support Engineer to join our team (www.smartdeploy.com). The ideal candidate will have extensive experience and familiarity with Windows Deployment tools and customer service. SmartDeploy is IT management software so a background in IT working with desktops, servers, and networking gear is a must. Must be detail-oriented, thoughtful, methodical, curious, and creative at solving complex software and hardware problems on the phone and over email with customers.

Responsibilities:

• Educate customers on how to use SmartDeploy properly
• Test and troubleshoot software and hardware problems that customers report
• Test product releases to ensure functionality and quality
• Provide Tier 1, 8AM-5PM email and phone support
• Manage customer accounts and support contracts through CRM as well as ticketing system.
• Implement solutions in lab environments, including interfacing with additional engineers (both internal and external)
• Support solutions after implementation in order to ensure complete, accurate, and high-quality delivery to clients

Qualifications:

• Extensive experience and familiarity with Windows Deployment tools/technologies and software such as Symantec Ghost, Acronis Snap Deploy, Dell KACE, FOG, Clonezilla, Altiris, Microsoft SCCM/WDS/MDT
• Extensive knowledge of how Windows device drivers work and significant experience troubleshooting and testing device driver installation files
• Knowledge of Multicast, PXE boot, UEFI vs. Legacy, GPT vs. MBR, BCD, WAIK, DISM, USMT, and other related Windows Unattended Setup tools
• Solid technical knowledge and experience with a broad range of Microsoft software, including but not limited to an intimate knowledge of all Windows Operating Systems from Windows 7 forward
• Solid systems management and networking experience
• Solid technical knowledge and experience with deployment and operation of virtualization technologies
• Ability to own and drive problem resolution with positive customer satisfaction and active communication. Possess excellent communication, presentation and customer service skills
• Must be a self-starter, possess initiative, with excellent problem solving skills including good attitude, initiative, and follow-through
• Manage time effectively, completing multiple tasks by deadline in a high-throughput environment

Other qualifications include:

• A Bachelor’s degree in Computer Science or equivalent work experience
• Certification in Microsoft technologies (MCDBA, MCSE, or other Microsoft equivalent)
• 3+ years of experience with Windows Deployment
• Knowledge of virtualization required

This is a full-time employment opportunity with an initial probationary period. We provide a well-rounded benefits package including health insurance, flexible spending account, life and disability insurance, paid time off, and retirement plan investing. Direct inquiries only, please; no recruiters.

About SmartDeploy

We are a rapidly growing, privately held software company. SmartDeploy is hardware-independent imaging software that replaces traditional disk imaging software with single image management and pre-built drivers packs. Founded in 2008, SmartDeploy has more than 2000 customers.