Technical Support Technician

San Diego, California, United States Full-time

We are currently recruiting for a Technical Support Technician to join our growing team in San Diego, CA.  Pico Digital, Inc., a division of ATX Networks offers an outstanding work environment and competitive compensation package.

We seek talented, enthusiastic, innovative and flexible individuals who are looking for a challenging and rewarding career.  We host a positive, modern, business casual environment.

POSITION SUMMARY:

The Technical Support Technician provides enterprise support and administration for Pico Digital customers that run a variety of products.  Tasks include supporting a wide range of applications, networks, communications systems, and web/intranet infrastructures.  This position is required to develop and maintain strong relationships within the Company and provide outstanding customer service to our clients.

Our future team member will have a great mix of strong technical skill and a customer service oriented attitude. This position includes occasional travel, including international travel, so bilingual skills in Spanish or Mandarin are a huge plus. 

In addition to the qualifications listed above and below we are seeking an ambitious professional interested in growing beyond the regular position scope who is self-motivated to learn new technologies and procedures in a highly dynamic, innovative technology environment.

The successful candidate will achieve the above mandate through the following duties:

  • Provide first-level contact and triage to customer-service inquiries
  • Track, route, redirect and/or escalate issues for timely resolution
  • Develop and administer effective record-keeping procedures to ensure timely and effective resolution of service inquiries
  • See all inquiries through to completion and document client satisfaction
  • Develop an in-depth understanding of Pico Digital’s products and systems
  • Assist with product upgrades and deployments by administering testing protocols
  • Assist lead Engineers with software testing & development when necessary

QUALIFICATIONS

The successful candidate will possess the following minimum qualifications:

  • Experience in a high-tech IT, Communications, or Audio Visual organization
  • Basic knowledge of IP and networking environments including VLANS and advanced networking configurations
  • Knowledge of Windows and Linux operating systems
  • Basic knowledge of analog and digital TV equipment such as transcoders, encoders, decoders, and RF technologies
  • Basic knowledge of video standards such as SD, HD, MPEG 2, MPEG 4, etc.
  • Ability to learn new technical products and systems quickly and thoroughly
  • Skilled at trouble-shooting and multi-tasking
  • Spanish and/or Mandarin speakers are a plus
  • Associates degree in information technology, computer science, or equivalent