Cutting Edge: Current Openings

Technical Support

Summary of Qualifications

Cutting Edge is small business specializing in customized high performance data protection, centralized storage management solutions, and Linux development engineering. For over 13 years, Cutting Edge has been an industry leader in design and durability, servicing to Fortune 500 companies, government entities, and educational institutions. Our customers have relied on our abilities and expertise to protect their valuable data by providing them with outstanding related products, competitive prices, and personalized service.

The production engineer must be skilled in assembling, troubleshooting, repairing, and testing network servers and storage devices. Additional responsibilities include recommending components and subassemblies for purchase.

This position requires establishing and maintaining inventory parts and vendor relationships. The production engineer must have thorough knowledge of leading computer component manufacturers and network components such as: mother boards, processors, power supplies, memory, and interface cards. Experience with storage products such as RAID controllers, disk drives, and tape drives is preferred but not required.

We are seeking a Production Engineer with the following skills:

    Primary Responsibilities:
  • Provide technical support via phone and email for Cutting Edge software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found
  • Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended
  • Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you
  • Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation
  • Maintain an electronic record of technical information to research possible solutions to customer-reported problems
  • Perform system administration and support of company IT infrastructure

    • Additional responsibilities:
  • Conduct user satisfaction surveys, and provide recommendations on process refinements to support the findings
  • Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation
  • Perform special projects and duties as assigned

    • Qualificattions/Knowledge
  • Strong understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment
  • General knowledge of Microsoft Office and experience creating procedural documentation
  • Basic understanding of TCP/IP, Firewalls, Routing, Network Administration

    • Skills and Abilities:
  • Commitment to providing exceptional customer service and providing measurable results that demonstrate quality customer care
  • Professional and effective communications skills â€?both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email
  • Ability to follow through on both verbal and written instructions and effectively adheres to company and department procedures
  • Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines
  • Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests
  • Ability to work independently and as part of a team in a customer-driven, fast-paced environment
  • Accurately type 35-50+ wpm

    • Training and Experience
  • AA degree or higher in Information Systems, Computer Science, or related experience
  • Three years' customer service experience in a professional industry, in an end-user computing environment, utilizing effective phone and email communication skills
  • Experience with some of the following Fill in your technology

Interested candidates please submit cover letter and résumé to:hr@cuttedge.com