Technical Support Engineers

  • Location
    Neptune Beach, Florida
  • Job type
  • Category
    Information Technology - Help Desk / Technical Support

Job Title: Technical Support Engineers
Work Location: Neptune Beach, FL 32266 (Jacksonville, FL)
Contract Length: One year
Working hours: 8-5 and sometimes 9-6 (one-hour unpaid lunch)
Maximum hourly pay rate: $23 (depending on years of experience with the requirement below)

Job Overview:
The Customer Support Engineering Specialist is responsible for resolving product, configuration, and application issues/questions for the GE Digital solutions products. May also be responsible for providing expert software technical support and/or Application Support including maintenance for OUR CLIENT’S customers. Provide support to customers experiencing application workflow/clinical issues displaying an in-depth client workflow or clinical knowledge and/or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products. Working knowledge of operating system (for example file transfer, etc.). Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Follows procedures for reporting application bugs and updating.

We are customer facing / customer centric so that is highest priority
Regarding hardware/software knowledge: The suite of products we support are specialized so all training will be on the job, looking for L1 answer phones, reset passwords and build up from there

In this role, you will:

Respond to customer requests via phone and email.
Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base.

Uses troubleshooting techniques and programming skills to make needed modifications to customer database and ensure information integrity
Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
Uses standard utilities and programming skills, deliver software to customer sites from OUR CLIENT’S standard version libraries as well as updates OUR CLIENT’S system with resolution status
Supports product or application with little or no assistance, maintains a high level of quality following all OUR CLIENT’S department standards
Is responsible for quality solutions to be implemented at client sites
Understands and follows departmental standards
Adheres to and advances the use of OUR CLIENT’S coding conventions, debugging techniques, tools, and documentation.
Acts as a technical resource to other members of the department and customers
Analyzes and resolves most software issues with minimum assistance
Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients meeting all project plan dates set
Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality, following all OUR CLIENT’S department standards
Has a concentration in/familiarity with other applications to develop integration expertise
May write or contribute user/technical documentation and case notes
Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
May be required to work overtime, on-call, weekends, and holidays
Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
Flexibility to provide onsite support, as needed
Provides customer support in 24x7 environment

Basic Qualifications:

Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops.
Computer skills to include knowledge of software programing and database applications

Desired Characteristics:

Ability to work independently with minimum direction
Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

Achieve KCS Publisher Certification within 6 months (if required)
Positive attitude when dealing with customers and co-workers.
Strong common sense and logical reasoning skills.
Familiarity with remote monitoring and diagnostics solutions and concepts
Exceptional troubleshooting, customer service, and analytical skills
Sets an example in terms of quality, consistency and level of work, as well as work ethic and approac

Technical Expertise:

Demonstrates basic awareness of enterprise software development vernacular, methodologies, license models (perpetual, SaaS, etc) and other industrial software products and competitors (data management, automation, erp, etc).
Possesses working knowledge of concepts such as Agile and Waterfall. Ability to distill general

customer requirements down to actionable work products in context. Can be utilized to problem solve at customer sites as the GE representative.

Understands architecture types, principles, patterns, terminologies and tools. Understands the architecture development process & methods. Understand the current level of adoption of the architecture best practices on per program basis.
Understands the primary competitors and partners in the product space. Understands the go to market strategy and positioning of products Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly.
Aware of need to develop and present recommendations in a manner that is simple for others to act upon; Uses basic data analysis to make decisions.
Demonstrates basic awareness of enterprise software development vernacular, methodologies, license models (perpetual, SaaS, etc) and other industrial software products and competitors (data management, automation, erp, etc). Generally possesses working knowledge of concepts such as Agile and Waterfall. Ability to distill general customer requirements down to actionable work products in context.
Follows prescribed guidelines, protocol, procedures. Understands prerequisites. Can identify gaps or exceptions to procedures and when to escalate issues. Able to achieve most tasks using own judgment, but needs assistance to understand some details. Understands value of getting feedback from customers and stakeholders. Understands and adheres to quality requirements.
Demonstrates familiarity with and adherence to basic content/workflow processes and knowledge tools available within the organization. Leverages existing knowledge to drive issue resolution. Contributes to knowledge adoption leveraging best practices.

Business Acumen:

Goes above and beyond for the customer; builds a good customer relationship to best understand customer needs.
Manages project delivery in a quality fashion; obtains satisfactory levels of customer satisfaction.
Addresses all customer concerns/issues in a timely and satisfactory fashion.
Exhibits thorough understanding of customer enterprise – as well as interdependencies between departments. Demonstrates ability to interact with influencers, stakeholders, and decision makers as part of a larger customer account plan. Finds ways to access and engage senior customer leadership.
Understands how the business solves the problem in specific domain areas using the technology

**Successful completion of a full background check, drug screening, employment and education verification required upon offer.

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If you have any questions surrounding the application process, please feel free to reach out to: Melody Meyer - You can chat with me Live at

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Reference number US_EN_2_022862_403363