System Engineer – Austin, TX 78733


TriggerPoint Media is a rapidly expanding, end-to-end provider of unique marketing services: Digital Signage, Text Marketing, Scent and more that defines the “trigger point” of every transaction for our clients. TPM is based in Austin, Texas in the 360/Westlake area. Growing year over year since 2015, TPM is a company of dedicated, driven, creative teams facilitating the growth of clients across the US and Canada.

General Job Description:

The Systems Engineer directs and manages the build-out, maintenance and troubleshooting of our expanding infrastructure that supports our digital business solutions. They provide both pre-sales technical support and frontline level 1, 2 and 3 technical support, deliver mission-critical infrastructure ensuring the highest level of performance and lead the research and development of new solutions to ensure that TriggerPoint maintains a competitive edge in the marketplace. They are responsible for managing the client communication via phone, email, and online chat to ensure our SLA standards are delivered.

Responsibilities:

  • Works independently and collaboratively to troubleshoot and resolve technical cases by replicating problems, isolating cause, identifying, and implementing solutions
  • Provide level 1 and 2 install/technical support via phone and email
  • Document and track technical support cases throughout their life cycle using Salesforce
  • Proactively communicate troubleshooting and resolution progress to clients and operations team
  • Document solutions to common customer problems in the customer support knowledgebase
  • Write/manage custom scripts to increase system efficiency to minimize human intervention
  • Proactively manage, monitor, and assist Technical Team with the overall maintenance of the digital signage network and remote content management software to ensure the highest levels of systems and infrastructure functionality and performance
  • Stage, configure and test digital signage systems, application software and management platforms
  • Participate in the design of infrastructure and operational support systems
  • Maintain security, backup, and redundancy infrastructure
  • Responsible for maintaining a 3% or less service outage threshold company wide
  • Communicate and report service outages to management weekly
  • Configure client media players to maintain 100% on install deadlines
  • Maintain cross platform naming conventions for ad reporting accuracy
  • Manage RMA process (order, replacement, and swap) on all client hardware failures
  • The liaison between TPM Technical Team and vendors
  • Actively participate in company/department webinars and group presentations

Qualifications:

  • 5-10 years of experience in help desk support position with cloud-based software and hardware
  • 5+ years of experience in research, development, creation, and implantation of digital signage hardware and content management software solutions
  • 3+ years of experience with Office, Remote Desktop & CRM software (TeamViewer & Salesforce a plus)
  • 3+ years of networking knowledge (OSI network layers, TCP/IP)
  • Bachelor’s degree desired in Computer Science (or equivalent job experience)
  • Proven experience with installing, configuring, and troubleshooting Linux, Windows, Android, and Apple based environments
  • Familiarity of video codecs, bit rates and file types
  • Must be able to effectively communicate with internal and external clients
  • A proven top performer in past jobs with a demonstration of deductive reasoning skills
  • Excellent verbal, written and interpersonal communication skills
  • Must be detail and process-oriented, with the ability to effectively prioritize tasks
  • Analytical with a focus on exceeding expectations, ‘Good enough’ should never be ‘good enough’
  • Possesses a drive/passion to provide exceptionally customer service to every client
  • Ability to prioritize and manage multiple responsibilities in a dynamic environment and go above and beyond what the client expects, even if it means working extended hours
  • Knowledge of video conferencing platforms, digital signage platforms and RSS Feeds is a plus

Core Competencies:

  • Works well in a collaborative team atmosphere as well as independently
  • Possesses a natural sense of urgency and is relationship driven
  • Is a disciplined self-starter that is solutions focused

Job Type: Full-time

Pay: $60,000.00 – $80,000.00 per year

Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Supplemental Pay:

Ability to Commute/Relocate:

  • Austin, TX 78733 (Required)

Education:

Experience:

  • IT project management: 5 years (Required)

Company’s website:

  • www.triggerpointmedia.com

Company’s Facebook page:

  • https://www.facebook.com/TriggerPointMedia/

Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible

Work Remotely:



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