Persistent Systems

Technical Support Specialist

US-NY-New York
Department
Field Operations

Company Overview

Headquartered in New York City since 2007, Persistent Systems, LLC is a global communications technology company which develops, manufactures, and integrates a patented and secure Mobile Ad Hoc Networking (MANET) system: Wave Relay®. The company’s industry leading R&D team has designed wireless networking protocols to support their cutting edge Wave Relay® system and technology. Wave Relay® is capable of running data, video, voice and other applications under the most difficult and unpredictable conditions. Their suite of products is field proven and utilized in Commercial, Military, Government, Industrial, Agriculture,  Robotics, and Unmanned System markets.

 

Job Description & Responsibilities

Persistent Systems is seeking a Technical Support Specialist to join our growing team, working from our New York City headquarters as a member of the Field Operations department. You’ll be responsible for supporting our technical support platforms by providing Tier 1 product support to customers and end users. You’ll maintain an online ticketing and provide phone support by answering technical questions and escalating issues to the appropriate company representative. You’ll also conduct development testing, maintain a product knowledgebase, and keep customers informed of hardware and software changes. You will work with the most sophisticated customers in the wireless communications industry, including 3-letter government agencies, federal and local law enforcement, mainstream media outlets and international commercial companies.

 

POSITION RESPONSIBILITIES

  • Provide Tier 1 technical support to customers and end-users
  • Conduct development testing on new and existing Wave Relay® products
  • Build and maintain a product knowledgebase to support customer inquiries
  • Develop technical expertise of the Wave Relay® suite of products
  • Maintain online ticketing and phone support system
  • Resolve technical questions, issues and inquires in a professional and thorough manner
  • Interact directly with customers while focusing on issue-resolution

Job Qualifications & Experience

MINIMUM QUALIFICATIONS

  • Knowledge of networking and IP scheming
  • Technical background in IT, computers, or radio technology
  • Experience working in a helpdesk environment
  • Proficiency in Microsoft Word, PowerPoint, and Excel
  • Must have a United States security clearance or the ability to obtain a United States Security Clearance

 

PREFERRED QUALIFICATIONS

  • Technical degree (preferably in Electrical, Computer or Software Engineering, or other discipline with focus on system integration) or equivalent experience
  • At least 2 years of experience working in the technology industry, preferably as a helpdesk technician  
  • Proven experience maintaining databases and producing documents
  • Experience conducting training from a formalized test plan
  • Experience resolving issues at the lowest level as a customer liaison
  • Understanding of radio frequency technology and existing radios systems
  • Keen awareness of the wireless industry and developing communications trends
  • Ability to work under time pressure and as part of a dynamic team of engineers

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