Description

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

Essential Job Functions:

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

Skills:

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

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