Device Support Engineer - Perfecto Mobile

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Position Summary:
Our Manager of Technical Support at Perforce is searching for a Device Support Engineer to join the Perfecto Mobile team.  We are looking for an individual who helps manage offline device issues, improve monitoring of Perfecto clouds, microservices and servers, assist in analyzing logs, device trends and improve communication with customers – effectively allowing us to handle these issues before they are reported by our customers. 
Shift: Likely to be nights, possibly second shift.

Responsibilities:

• Respond to customer escalations and requests for service. 
• Effectively communicate status to customers and internal staff. 
• Documentation of trouble resolution through the use of trouble ticketing system. 
• Interface with other NOC support teams, both local and remote, to work on standards, resolve issues and implement new hardware and devices into the production environment. 
• Assist with the implementation of new technologies within NOC and lead automation of monitoring administrative tools. 
• Update Mobile device firmware and software. 
• Maintain Mobile device database. 
• Domain migrations. 
• Monitoring and troubleshooting system operations and management. Monitoring Perfecto Mobile cloud and devices. 
• On-Boarding of new systems and devices into Perfecto Mobile, Partners, or customers’ data centers. 
• Troubleshooting Windows and Linux systems as part of Perfecto Mobile’s SaaS solution. 
• Remote management of servers. 
• Troubleshooting global Networking, System, and Mobile device issues. 
• Ticketing and Change Management tools. 
• Device upgrades (Windows, Linux, and Mobile devices). 
• Create and maintain technical documentation 

Requirements:

• Ability to work nights, weekend, and holidays as needed. Flexible to cover other shifts as needed in a 24X7X365 NOC environment 
• Three years professional work experience 
• Must be able to work in a team environment and perform routine as well as technical tasks 
• High organizational ability: able to work and follow processes by instructions and methods 
• Strong analytical, documentation, and communication skills 
• Out of the box thinker with excellent communication skills 
• Experience with trouble ticketing and change management tools 
• Understanding of basic Windows registry and Windows event log analysis 
• Knowledge of Android and iOS operating systems 
• Preferred: Knowledge of AWS, Confluence, JIRA, and Salesforce  

Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time. 
Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company. If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today! www.perforce.com Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, ge