Job Description
The Glyph Product Support Technician independently executes and/or oversees repairs to product returned for warranty service, handles product issues, recovering client data, shipping, and receiving of RMAs and any other duties as requested by management and/or required to maintain operation of the Glyph Service Department.
PRODUCT SUPPORT TECHNICIAN PRIMARY RESPONSIBILIITIES
- Troubleshoot and repair product returned via RMA.
- Recover/restore client data.
- Interact with Engineering and Product Development as requested, reporting on recurring product issues.
- Recommend new or revised service policies and procedures regarding handling warranty and non-warranty service matters.
KNOWLEDGE AND SKILL REQUIREMENTS
- Experience with audio recording and film editing environments (content creation applications, Pro Tools, Logic, Final Cut, Media Composer, proficiency in audio, video, and photography workflows) a major plus!
- The ability to write code for data recovery and understanding Linux are both a major plus!
- Familiar with Mac OS as well as Windows PC (Linux a plus!). IT experience a major plus.
- Detail-oriented and ability to follow guidelines and instructions.
- Ability to multi-task and work with minimum supervision.
- Problem solving skills as well as an ability to prioritize work demands.
- Two years of college or equivalent post-high school computer education.
- Identifies opportunities and implements actions to continually reduce wasted time, money, and resources from assigned tasks.
- The ideal candidate must also have technical expertise in fixing and repairing computers and external hard drives. Versed in both Windows and Mac (Linux is a plus plus!).
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