Indigo Hardware Support Engineer

Kforce - Alpharetta, GA

Full-time

Onsite - Alpharetta, GA

Administrative and Support Services

About the position

The Indigo Hardware Support Engineer will provide best-in-class remote engineering support for both external and internal customers. As a trusted advisor, the engineer will create and maintain effective customer relationships to ensure satisfaction by providing firsthand resolutions to highly complex technical malfunctions. This role requires maintaining knowledge of leading-edge technologies and actively contributing to the technical knowledge portfolio by sharing insights gained from customer engagements. The engineer will be responsible for implementing technical solutions in accordance with agreed designs and following Remote Technical Support processes. In this position, the engineer will remotely resolve technical issues reported by end users through various channels, including proactive notification systems. This includes providing information on product features, specifications, parts compatibility, maintenance routines, and educational programs. The role also involves integrating efforts across different departments to deliver comprehensive solutions to customers, emphasizing a customer service-oriented approach. If issues cannot be resolved remotely, the engineer will trigger onsite interactions, ensuring proper diagnosis and parts identification for effective handover to Field Support Engineers. Additionally, the engineer will be expected to provide standby after-hours support based on a rotation schedule, covering at least one shift each month to support 24x7 and 18x6 customer entitlements. Continuous improvement ideas in the field of remote engineering will also be encouraged, along with the integration of technical knowledge and business understanding to create effective solutions for customers.

Responsibilities

• Implement part or all of the technical solution to the client, following the Remote Technical Support processes.
• Remotely resolve technical issues from end user's contacts and proactive notification systems, including product features and specifications.
• Integrate efforts between different departments to provide a complete solution to customers.
• Trigger onsite interactions if issues cannot be fixed remotely, ensuring proper diagnosis and parts identification.
• Provide ongoing ideas for improvement in the field of remote engineering.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Provide standby after-hours support based on a rotation schedule.

Requirements

• High School diploma/GED; College degree in a technical field preferred.
• Minimum three (3) years customer service experience: Remote, Onsite preferred.
• Experience in a customer-facing role (onsite support, remote support or similar) is valued.
• Advanced software and hardware knowledge of computing, storage, and peripheral devices.
• Sufficient depth and breadth of technical knowledge to carry out remote technical support.
• Strong analytical and remote troubleshooting skills with solid diagnosis capabilities.
• Excellent verbal and written communication skills to interact with customers and internally.
• Ability to understand and analyze issues to develop and implement corrective action plans.
• Ability to communicate confidently with internal management and demonstrate professionalism.
• Demonstrates consulting skills including questioning, listening, and idea development.
• Ability to perform under high-pressure situations.
• Understanding customer needs and setting the right priorities for each case.
• Self-motivated and able to produce customer documentation; translate technical details into concise steps.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• 401(k) plan
• Life insurance
• Disability insurance
• Accidental Death and Dismemberment (ADD) insurance
• Paid time off for salaried personnel
• Paid sick leave for hourly employees on Service Contract Act projects.