Imagine yourself as part of a fast-paced team, working to meet the demands of a rapidly evolving marketplace. That’s what working for JAOtech is like. Join us and benefit from a challenging and fluid work environment where you will be given the freedom to develop your talents - to learn, perform and have fun. JAOtech’s culture is people-oriented with an emphasis on smart thinking. As a young and fast growing company, each employee plays a vital role in establishing and maintaining JAOtech’s high quality of service. With the support of our workforce we intend to create and maintain not only a rewarding work environment but also to create opportunities for career development for all employees.

Please see a list of vacancies below.If you would like to be considered for any future roles with JAOtech then please email your CV with a cover letter to hr@jaotech.com

Position: Technical Support Engineer

Location: Trumbull, Connecticut, USA

Purpose of Role:

To provide support of both hardware and software for JAOtech's Smart Terminals. This may be provided remotely or if required, at the Customer site.

To advise the customer and the JAOtech sales person during the sales process to ensure that JAOtech solutions offered are both viable and suitable for the customer requirement.

Scope of Role:

To take ownership of the role and in time, develop and implement a suitable structure for our support department going forward. This will encompass both employee requirements and working practices.

Will manage future 1st and 2nd line Engineers. Ensuring these colleagues are trained, competent and suitably monitored.

Specific Responsibilities:

• Initially, providing all levels of support for our hardware and embedded systems. As the department grows this will be escalated to 3rd line support only

• Managing and attending to all incoming support requests and ensuring priorities cases are escalated. Upon growth of department, to manage these support requests and despatch the relevant tier of support

• Identifying business process improvement and opportunities for both JAOtech and our customers

• Work alongside our in-house team of developers to provide application support, and will undoubtedly get involved with product development.

• Implementation of technology and systems to improve JAOtech's business processes

• Where necessary, to become involved in the sales process to ensure that solutions being offered are viable and consistent with JAOtech's product offering

• Providing support to and working alongside JAOtech's system integrators

• To assist in any other relevant area where technical advice / support maybe required

Line Management Responsibilities

• Team Leader for a team of support engineers

• Ensuring that the team follows established procedures for each service request, adhering to JAOtech's KPIs and SLAs

• Supporting the Operations team in the development and implementation of technology and systems to improve JAOtech's business processes

• Ability to motivate the team, and ensure their knowledge is developed suitably to enable them to support JAOtech's product and provide excellent customer service. Assist and motivate the team in pursuing career development paths.

General

• Maintain a safe working environment and adhere to current Health and Safety policies at all times

• Undertake other relevant required tasks for JAOtech as required

Qualifications:

Preferably the candidate will possess a degree level qualification in computer science. Further vendor certification in Cisco or various Linux OS is preferred.

Vendor certification in Microsoft to MCTIP Server 2008, MCTS in Windows 7; for database MySQL Certification; and for Linux certified to Redhat Certified Engineer (RHCE) level.

Technical ability:

Essential: Proven experience of working with Linux Operating systems. Advanced network skills and experience/an understanding of triple play network applications for video voice and data.

Advantageous: An understanding of Microsoft Server 2008 and above, Windows 7 Professional and Embedded, Active directory, DHCP and DNS.

Skills and Experience:

At least 2 years experience in a 3rd line senior support role.

Previous experience of managing a team

Must have strong communication skills and have experience of dealing with IT professional at a commercial level

Proven project Management skills preferred

Key Competencies:

Customer Service Orientation; Proactively developing customer relationships by making efforts to listen to and understand the customer (both internal and external); anticipating and providing solutions to customer needs; giving high priority to customer satisfaction. We expect candidate to have excellent written and spoken command of the English language.

Planning and Organising/Work Management; Establishing a course of action for self and/or others to accomplish a specific goal; planning proper assignments of personnel and appropriate allocation of resources. Establishing procedures to monitor the results of delegations, assignments, or projects.

Information Monitoring; Setting up ongoing procedures for collection and review of information necessary for the management of projects or an organisation; taking into consideration the skills, knowledge, and experience of the responsible individuals and characteristics of the assignment or projects.

Quality Orientation/Attention to Detail; Accomplishing tasks through concern for all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; maintaining watchfulness over a period of time. The ability to work independently and as part of a team, possess great documentation skills and importantly the drive to progress one's own career.

Technical/Professional Knowledge; Having achieved a satisfactory level of technical and professional skills/knowledge in job-related areas; keeping abreast of current developments and trends in areas of expertise.