Installation Support Engineer

DigitalOptometrics is seeking an experienced and detail-oriented Installation Support Engineer to join
our growing IT Engineering team. The Installation Support Engineer is responsible for designing,
implementing, and supporting technology solutions across remote customer locations, with a focus on
implementing specialized optical equipment with our proprietary telehealth solution utilizing multiple
connectivity methods. The ideal candidate will bring technical depth, strong problem-solving skills, and
a collaborative mindset to ensure smooth and efficient customer site installations and system support.

JOB DUTIES AND RESPONSIBILITIES:

• Provides Tier 3 support for customer site installation teams and the internal Service Desk.
• Collaborates with Engineering, Application Development, Infrastructure, and Service Desk
  teams to resolve technical issues and enhance service delivery.
• Evaluates customer environments and provides standardized technical designs for successful
  deployment.
• Assists in installation and support of specialized optical equipment at customer sites, ensuring
  reliable connectivity and performance.
• Troubleshoots and resolves issues related to hardware, software, networking, and peripheral
  device configurations.
• Maintains documentation and records of installation procedures, technical specifications, and
  support resolutions.
• Contributes to continuous improvement initiatives related to tools, processes, and technical
  service standards.
• Performs additional responsibilities as assigned, as this list does not reflect all duties and
  responsibilities of the Installation Support Engineer.

QUALIFICATIONS:

Competencies:

• Demonstrates strong diagnostic and problem-solving skills in both hardware and software
  environments.
• Self-motivated with the ability to work independently while collaborating effectively across
  multiple teams.
• Communicates clearly and professionally, both verbally and in writing.
• Manages multiple installation and support tasks with minimal supervision.
• Maintains accuracy and attention to detail in technical documentation and system setup.
• Takes initiative in identifying process improvements and technical enhancements.
  Maintains a client-service mindset with a focus on quality and reliability.
• Adapts to changing priorities and environments in a fast-paced organization.
• Exercises sound judgment in troubleshooting and root cause analysis.
• Possess a strong commitment to a team environment while working well with others, which
  includes treating doctors, clients, employees, and all stakeholders with respect and dignity.

Skills:

• Prior experience providing remote technical support in a fast-paced environment, including third
  level escalation.
• Ability to analyze installation environments and implement standard technical designs.
• Experience creating detailed technical documentation.
• Proficiency in configuring and troubleshooting communication protocols (Ethernet, Serial, USB,
  and Wireless).
• Basic knowledge of firewall functionality and networking concepts such as IP addresses,
  VLANs, DHCP scopes, etc.
• Knowledge of filesharing utilizing various protocols.Experience with ticketing systems and service desk collaboration tools.
• Hands-on experience with Windows 10 & 11 operating systems.
• Familiarity with endpoint security software such as antivirus, IDR, SEIM, etc.
• Comfortable working with physical infrastructure including cabling and wiring.
• Knowledge of optical equipment or telehealth systems is a plus.

Education:

• Bachelor's degree in Information Technology, Computer Engineering, or a related technical field
  preferred.
• Equivalent work experience in systems installation, field engineering, or IT infrastructure may be
  considered.

Experience:

• Minimum of 8+ years of experience in technical support, IT infrastructure, or installation support
  roles.
• Proven experience working with both remote and on-site teams to deliver customer-facing
  technology solutions.
• Prior experience supporting networked environments and peripheral connectivity.
• Demonstrated success in delivering support across multiple technical domains and resolving
  complex technical issues.
• Experience documenting technical procedures and installation standards.
• Previous exposure to healthcare or optical equipment environments is a plus.

WORK ENVIRONMENT:

• This is an in-office role located in New Hyde Park, NY. Reliable transportation to this location
  is required.
• Ability to travel as this position requires periodic in-field training. Travel may take up to 10% of
  the year, across the United States and potentially internationally.
• Travel expenses are covered by the company.

PHYSICAL DEMANDS:

• Must be able to be punctual and attend work on a regular and consistent basis.
• Additional hours may be required to meet business needs.
• Must be able to concentrate with various interruptions, weather conditions, and noise levels.
• Ability to communicate effectively (speak and hear) and perform tasks requiring use of hands,
  fingers, and legs.
• If not traveling, ability to remain seated for extended periods, up to 8+ hours a day, with standard
  breaks provided in accordance with company policy and applicable state regulations.

The physical demands described above are representative of those that must be met by an employee to
perform the essential functions of this job successfully. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential job functions.

DigitalOptometrics is an Equal Opportunity Employer. We do not discriminate based on race, color,
religion, sex, national origin, age, disability, genetic information, or any other protected status. We are
committed to providing a workplace free of discrimination and harassment.