Technical Support Engineer I

General Description:

The Technical Support Engineer I is responsible for providing first-level technical support to Intrepid Control Systems’ customers and internal employees. This role assists with troubleshooting hardware and software issues involving ICS products for vehicle networks through email, phone, online meetings, and in-person interactions. The Technical Support Engineer I works under guidance while developing technical knowledge, troubleshooting skills, and product expertise.

Requirements

Minimum Requirements:

• High school diploma or equivalent required
• 1–2 years of technical support, IT, or related experience
• Basic understanding of computer systems and hardware
• Ability to learn new technologies quickly

• Assist customers with hardware setup, connections, and basic troubleshooting
• Answer basic software license questions
• Perform basic wiring and network setup activities
• Create simulation setups to emulate customer environments
• Help with software setup and installation
• Process and install customer software license requests
• Take hardware repair information and other basic information for quotes
• Document hardware and software issues for Quality Assurance and Development teams
• Verify issues and fixes
• Use ICS hardware and software to create customer projects and testing setups
• Escalate advanced or unresolved technical issues to senior team members when appropriate

• Basic troubleshooting and analytical skills
• Strong customer service orientation
• Strong verbal and written communication skills
• Ability to follow technical processes and procedures
• Basic understanding of Windows operating systems
• Basic networking knowledge
• Ability to work collaboratively in a team environment