Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
May be involved in customer installation and training
Provides support to customer/users where the product is highly technical or sophisticated in nature
Interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background
A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways
This job is the fully qualified, career-oriented, journey-level position
Broad application of principles, theories and concepts in applicable discipline, plus working knowledge of other related fields
Provides resolution to a diverse scope and range of complex problems where analysis of data requires evaluation of identifiable factors
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Networks with senior internal and external personnel in own area of expertise
Normally receives little instruction on day-to-day work, general instructions on new assignments
Determines and develops approach to solutions; work is evaluated upon completion to ensure objectives have been met
Contributes to the development of organization s goals and objectives
University degree and 4-6 years of related experience, or equivalent work experience
