Overview

Looking for a Network Support Engineer who can directly help, our customers learn about, use and troubleshoot Shure products.

As the Network Support Engineer, you will provide primary technical product support for advanced Shure products, particularly those requiring software, firmware, and networking configurations. You will also create and conduct external training seminars for Shure dealers, sales representatives, end users, and, occasionally, international distribution centers.

Responsibilities

• Resolves customer application problems, including performing follow-up technical support, by working with Product Development, Product Management, Service, Quality Assurance, and other departments
• Resolves network troubleshooting issues, as it relates to Shure products (IP addressing, network switch configuration, best practices, etc.
• Documents details of issues and resolutions using Salesforce CSP, creating cases and following through to case closure.
• Provide technical assistance in the design/integration of customer applications relating to complex network infrastructure
• Provides technical assistance with software installation and configuration, particularly as it relates to the server and IT-based environments
• Researches, writes and publishes advanced technical applications bulletins, advanced technical training material, and technical “white paper” or educational guides.
• Conducts training seminars for associates, sales representatives, dealers, end users, and, occasionally, international distribution centers.
• Prepares and presents demonstrations and applications of Shure product at trade shows, seminars, sales meetings, etc.
• Provides technical support to sales staff in determining application of Shure products to customer requirements.
• Staffs Company exhibits at industry trade shows at the request of the Sales and/or Marketing Communications Departments.
• Develops and suggests product improvements and modifications based on customer requirements.
• Reviews new products for proper use with other products, including performing field tests on new products to gain familiarity and working knowledge.
• Performs other duties as assigned, which may include assisting in the maintenance of department files and sample equipment, and performing other departmental administrative functions.

Qualifications

•  Bachelor’s degree in computer technology or IT-related field. Graduate coursework is desirable.
• Minimum of 2 years of experience
• Expert knowledge of networking and IT infrastructure, implementation and basic troubleshooting
• Familiarity with enterprise networking hardware, advanced switch configuration (VLAN, IGMP Snooping, etc.) and network debugging/monitoring tools (Wireshark, etc.)
• Demonstrated experience with digital audio signal processing implementation, configuration, and troubleshooting.
• Demonstrated experience with software installation and troubleshooting in both Mac and Windows environments, client/server systems, etc.
• Demonstrated ability to work on assignments where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.
• Experience in design and installation of A/V conferencing systems preferred
• Experience in advanced electronics and basic acoustics preferred
• Familiarity with Shure products and their applications preferred
• Interest in audio, electro/acoustics, and system design desirable
• Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Determines methods for new assignments and provides guidance to other personnel
• Computer literacy required, word processing; database; spreadsheet; drawing programs
• Verbally articulate
• Excellent writing skills
• Superb problem-solving/troubleshooting skills
• Excellent telephone skills and personality
• Excellent presentation skills, especially to groups (2 - 500 people)
• Mechanically and technically minded
• Organized working methods, most importantly, good follow-up procedures
• Self-motivated, works well without daily direction
• Enjoys meeting and dealing with new people
• Ability to handle multiple projects simultaneously
• Intense desire to learn and keep up to date on technical matters
• Moderate domestic/international travel (6 - 8 weeks per year)
• Second language an asset