Device Support Engineer

Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you’ll work with and learn from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward.  

With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce.  

Position Summary: 

A Device Support Engineer helps manage offline device issues, improve monitoring of Perfecto clouds, microservices and servers, assist in analyzing logs, device trends and improve communication with customers – effectively allowing us to handle these issues before they are reported by our customers. 

• Respond to customer escalations and requests for service. 
• Effectively communicate status updates to customers and internal staff.
• Documentation of trouble resolution using internal ticketing systems.
• Interface with other NOC support teams, both local and remote, to work on standards, resolve issues and implement new hardware and devices into the production environment. 
• Assist with the implementation of new technologies within NOC and lead automation of monitoring administrative tools. 
• Update Mobile device firmware and software. 
• Maintain Mobile device database. 
• Domain migrations. 
• Monitoring and troubleshooting system operations and management. Monitoring Perfecto Mobile cloud and devices. 
• On-Boarding of new systems and devices into Perfecto Mobile, Partners, or customers’ data centers. 
• Troubleshooting Windows and Linux systems as part of Perfecto Mobile’s SaaS solution. 
• Remote server management. 
• Troubleshooting global networking, datacenter hardware, and mobile device issues. 
• Ticketing and Change Management tools. 
• Device upgrades (Windows, Linux, and Mobile devices). 
• Create and maintain technical documentation

• Ability to work nights, weekend, and holidays as needed. Flexible to cover other shifts as needed in a 24X7X365 NOC environment  This is a full time on-site position located at our Lowell, Massachusetts Data Center. 
• Three years professional work experience 
• Must be able to work in a team environment and perform routine as well as technical tasks 
• High organizational ability: able to work and follow processes by instructions and methods 
• Strong analytical, documentation, and communication skills 
• Out of the box thinker with excellent communication skills 
• Experience with trouble ticketing and change management tools 
• Understanding of basic Windows registry and Windows event log analysis 
• Experience with MacOS, Linux and Windows Operating Systems
• Knowledge of Android and iOS operating systems 
• Preferred: Knowledge of AWS, Confluence, JIRA, and Salesforce  

Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time. 

Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.

If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!

www.perforce.com

Please click here for: EOE & Belonging Statements | Perforce Software