Support Engineer

• Provide high-quality technical support through support strategies aligned with company goals and customer expectations
• Support continuous improvement, escalation support, and daily Technical Support department operations
• Create service manuals, service news, and technical bulletins
• Troubleshoot and repair Hamilton robotic instruments and subassemblies according to company safety policies
• Attend bi-weekly/weekly team meetings
• Provide timely support for in-house and remote customer requests
• Report problems and perform root cause analysis on instrument failures
• Maintain a safe, neat, and orderly work area
• Practice good laboratory procedures in a regulated lab environment
• Travel overnight and on consecutive nights as required
• Commute to customer sites within the region, following traffic laws and ensuring on-time arrival
• Arrange air travel, car rental, and hotel accommodations as needed

Service Engineer – Technical Support

• Resolve client issues through support tickets while meeting SLA requirements
• Collaborate with clients, Service Delivery Manager, and Team Lead to ensure exceptional service
• Handle basic to complex issues requested by end users
• Document detailed notes, track time accurately, and update technical documentation
• Manage email tickets and escalate to Escalation Engineer when needed
• Mentor teammates and train users on supported software and hardware
• Identify and communicate potential major incidents to the Team Lead
• Troubleshoot and create workarounds when standard procedures do not apply
• Assist with software installations and vendor management
• Maintain timely case follow-up and keep clients updated
• Collaborate on client projects with the fCIO and POD teammates
• Provide support through calls, chat, and email using ConnectWise

IT Support Technician II

• Provide shift-based, white-glove Tier 3 support for FAA executives and executive support teams
• Resolve routine and complex collaboration platform issues
• Troubleshoot advanced issues involving Microsoft Exchange Online, Outlook Web Access, Microsoft Teams, Microsoft 365 applications, Planner, Whiteboard, Power Platform solutions, Google Gemini, Google NotebookLM, and related collaboration technologies
• Own complex support incidents and coordinate escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations
• Maintain clear communication and visibility through incident resolution
• Provide ongoing Tier 3 support for executive and non-executive users
• Create, review, update, and maintain SOPs, Work Instructions, KBAs, and Job Aids
• Develop, maintain, and enhance scripts supporting operational processes
• Improve support workflows through automation and process enhancements
• Document and present new issues, resolutions, and best practices to the broader support organization
• Develop and maintain ServiceNow reports
• Support Collaboration Services initiatives, projects, planned testing, and ad hoc operational requirements
• Participate in rotating weekend on-call system checks as needed
• Work with Microsoft, engineering teams, and organizational stakeholders to support collaboration platforms serving more than 60,000 FAA employees and contractors

Support Engineer jobs in Nevada

Service Engineer – Technical Support

IT Support Technician II

Tier 3 Support Engineer – Microsoft 365