Daktronics

Returning Candidate?

2017-2689

2017-2689

Title 
Help Desk Technician
Location 
Shanghai, China
Type 
Full Time
Shift 
Day

More information about this job

Responsibilities

 

Every day, in nearly 100 countries around the world, millions of people depend on Daktronics scoring and display systems for information and entertainment. Our displays provide vital travel information in airports and train stations and along highways. They advertise the price of gas, store specials, and more as you make your daily commute. They also enhance spectators’ experiences at sporting events of all kinds, from Little League to the major leagues.

 

  • Using communication tools (CSCO Phone system, emails, IDM) to provide tech support globally inclusive of remove investigation, diagnostics, testing, upgrading of software, installation support to Field Engineers where required.
  • Ensure responsiveness and first time resolution to customers’ requests for technical support primarily through incoming calls.
  • Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail with the use of applicable drawings, schematics, parts lists and any related procedures.
  • Actively and consistently support all efforts to simplify and enhance the customer experience. Provide software application installation/configuration support along with “how to” assistance.
  • Actively create and update knowledge base articles for internal/external use. Perform proactive-outbound calls.
  • Keep up to date with latest display and control system offerings to effectively bring support globally
  • Work with various Daktronics resources (CSR, District Managers, Account Managers, NOC Team) to provide timely support where needed.
  • Bring up any issues faced during daily work using the escalation path for resolution.
  • Follow through with assigned cases to resolution.
  • Provide feedback to relevant Managers in areas where help from US or Shanghai engineering teams might be needed.

 

Qualifications

 

  • Minimum of an Associate’s degree required.  Bachelor’s degree preferred.  Preferred majors contain course work in electronics or computers.  Examples include Information Systems, Network & Security Administration, Electronics Technology or Mechatronics.  Will consider non-technical majors if applicant also has previous experience demonstrating technical learning ability.
  • Previously demonstrated ability to pick up technical concepts quickly and retain that knowledge.
  • Demonstrated experience interacting with a variety of individuals in a positive, professional manner.
  • Basic computer skills required.  Prefer experience with Microsoft Office programs and applicable data entry systems.
  • Fluent in English, both written and verbal is required.
  • Background check will be conducted.

 

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