Job Title: Support Engineer I (IT Support/Desktop Support/Help Desk Support/Client Support/Application Support/Hardware Support)

Job Location: Seattle, WA 98121 (Hybrid- 3 day's in office)

Job Duration: 4 Months Contract

Pay Rate: $24.83/hr to $25.83/hr

Job Description:

• This position is responsible for the installation, maintenance and troubleshooting of desktop computers, peripherals, software and related systems. Responsibilities include the timely resolution of issues affecting hardware, software and user permissions, as well as routine hardware maintenance.
• Detailed knowledge of basic computer concepts, PC hardware and software troubleshooting, and workstation (desktop/laptop) hardware.
• Experience supporting Windows XP/7 and Server operating systems in a managed desktop environment.
• Experience supporting Macintosh OS X (10.4 & upwards) desirable.
• Basic working knowledge of Linux/UNIX systems (Red Hat preferable) at a user level.
• Solid knowledge of networks including Ethernet, TCP/IP, and Windows Server networking.
• Self-motivated with the ability to work independently with minimal supervision.
• Ability to maintain Customer Focus, stay motivated and be proactive.
• Insist on the highest standards from self and others.
• Good verbal and written communication skills.
• Good attention to detail and organizational skills.
• MS MCSA/MCSE desirable.
• Additional vendor administrator level certifications preferred, especially Apple ACMT/ACSP and Cisco CCNA.
• BS Degree in computer science or combination of education and relevant experience.
• 2 years relevant work experience.

Business Group:

• Client project audio is an overall fun space to be at.
• Overall audio experience for Client project: talking, listening to music, listening to radio, potentially watching live sports all with Client project or watching the news.
• Anything that has a playback request is under their charter role.
• Client project is going through innovation – the role itself is created to improve the accuracy and quality of the experience of the product they are offering.

Support Engineer:

• Would be owning the mechanism to define triaging mechanism for root cause failure and troubleshooting the system.
• More of a triaging mechanism.
• Support all features including play, recommendations.
• Work closely with scientist engineers and product to systematically root cause wire deviation.
• Will work more on triaging to the right team, identify the right root cause pattern and upstream the system.

Reason for request:

• Client project is going through innovations and taking on new responsibilities
• The largest problem space is to improve the quality of the experience.
• The quality of the experience is currently going through current model, new experience does not have ground truth data.
• Support engineer will be needed to find root cause and troubleshoot in the system.

Day to Day:

• Support engineer might/might not report to HM
• Will be working closely with engineer and product for each feature.
• Looking into the model failure and troubleshoot together
• Decide on triage mechanism.
• Who they will be reporting to will be decided at a later date.

 Interaction:

• VERY close interaction with stakeholders, product scientists and engineering
• Need to have autonomy

 Interesting:

• Working with Client project

 Performance Indicators:

• Strong understanding of the English language. [Must Have]
• Familiarity with what an API is in general (people should not be scared of it), and common-sense logic skills. [Must Have]
• Ability to understand how different high level system blocks work in tandem. Audio will provide this training/onboarding for it.
• Need someone flexible, able to deal with ambiguity and be a team player.
• Need to have care in their current roles

 YOE:

• 2 years of relevant work experience

 Degree’s/Certs:

• BS Degree in computer science or a combination of education and relevant experience.

 Top must-have hard skills:

• 2 years relevant work experience