Technical Support Engineer (A/V Tech)

CrossCountry Mortgage - Cleveland, OH

Full-time

Cleveland, OH

5,001-10,000 employees

Credit Intermediation and Related Activities

About the position

The Technical Support Engineer (A/V Tech) at CrossCountry Mortgage is responsible for providing advanced technical support related to software, hardware, network, and audio/visual technologies. This role involves diagnosing and resolving complex technical issues, configuring and maintaining audio/visual systems, and ensuring effective communication of technical information to non-technical stakeholders. The position is crucial for supporting both internal teams and external customers, contributing to the overall efficiency and effectiveness of the company's operations.

Responsibilities

• Provide escalated technical support to customers and internal teams on complex software, hardware, network, and audio/visual issues.
• Diagnose, troubleshoot, and resolve technical issues through research, testing, and collaboration with other teams.
• Configure, maintain, and troubleshoot audio/visual technologies such as video conferencing systems, digital signage, projectors, and sound systems.
• Create and maintain detailed technical documentation and knowledge base articles for troubleshooting and resolution procedures.
• Analyze customer or system requirements and specifications to develop, modify, and implement technical solutions and enhancements.
• Conduct testing and quality assurance activities to ensure the functionality, security, and performance of systems and applications; design, develop, and test computer software and operating systems.
• Communicate technical information effectively to non-technical customers and stakeholders, providing updates and resolutions in a timely manner.
• Train customers and internal teams on new features, functionality, and best practices for software, systems, and audio/visual technologies.

Requirements

• Bachelor's degree in Computer Science, Information Technology, related field, and/or equivalent combination of education/experience.
• Experience in technical support or a similar role, with a knowledge of software, hardware, network, and audio/visual troubleshooting.
• Experience configuring, maintaining, and troubleshooting audio/visual technologies such as video conferencing systems, digital signage, projectors, and sound systems.
• Knowledge of programming languages, operating systems, and software applications relevant to the role.
• Excellent communication and collaboration skills.
• Excellent problem solving skills.

Benefits

• Competitive compensation plan
• Medical insurance
• Dental insurance
• Vision insurance
• 401K plan
• Company-provided short-term disability
• Employee assistance program
• Wellness program