Job Description

TITLE:                                    Hardware Customer Success Engineer

DEPARTMENT:                  Information Technology

REPORTS TO:                      IT Customer Success Manager

STATUS:                               Regular, full-time; non-exempt 

PREPARED OR REVISED:                 August 2026

SUMMARY OF JOB PURPOSE 

The Hardware Customer Success Engineer supports the company by troubleshooting and resolving all hardware requests assigned to the CST (Customer Success Team) by the EMSD (Engle Martin Service Desk) ticketing system. In general, the incumbent must possess the basic knowledge to troubleshoot hardware and software problems and must also possess the ability to convey complex technical concepts in a non-technical, user-friendly way.

PRIMARY JOB RESPONSIBILITIES

• Resolve assigned support incidents and tasks within the established SLA parameters.  
• Set up hardware and install and configure software and drivers · Maintain and repair technological equipment.
• Configures and ships and equipment for new users and/or users due for an upgrade. Removes and backs up local data as well as ensuring equipment is returned or reassigned from terminated users.
• Maintains the Netsuite inventory tracking system; ensures enough IT inventory is maintained to support the company.
• Keeps all laptops and desktops current with the Sophos Anti-Virus Administration Kit including running weekly virus database updates and scans.
• Create documentation and guidelines on how to use different types of hardware and software, providing team members with information about what gives customers the most issues.
• Answering the IT door, receiving parcels and shipping IT inventory, maintaining various organizational spreadsheets, and general support.
• Maintains working knowledge of hardware/equipment including HP laptops and desktops, Planar monitors, HP docking stations, Olympus digital recorders and transcription pedals, HP printers and scanners, Lanier Scanner/Copier/Printer, Sharp Scanner/Copier/Printer, Polycom VOIP phones, and various conference room equipment.
• Maintains a basic knowledge of Apple. Android, Windows 10 and 11 operating systems.
• Basic working knowledge of software/applications including Windows XP/7/10, Chrome, Microsoft Office, Adobe, Microsoft Office365, Microsoft CRM, Xactimate, VPN Clients, Sophos Anti-Virus,, and internal applications such as Digital Dictation, Photo Report Application, and DT&E.
• Establishes and maintains positive working relationships with other members of the organization across departments, divisions, and locations.
• Maintains the confidentiality of proprietary and sensitive information, exercising sound judgment and discretion in any disclosure of information related to EM and its endeavors.
• Upholds the values of Engle Martin and Our Foundation.

REQUIRED EDUCATION & EXPERIENCE

• 2-3 years of recent help desk experience
• 3-5 years of PC Hardware, Windows XP, 7, and Window 10 experience  

DESIRED KNOWLEDGE, SKILLS & ABILITIES

• Thorough skill set in Microsoft Office Suite (including but not limited to Word, Excel, PowerPoint, Outlook, and SharePoint)
• Keyboarding skills (including speed and accuracy)
• Sound written and verbal communication skills with the ability to clearly and succinctly articulate concepts and findings
• Basic mathematical skills
• Ability to extract data for analysis and reporting purposes
• Ability to operate standard office equipment
• Effective time management and organization skills
• Excellent customer service skills
• Detail-oriented, and the ability to research, investigate and problem solve
• Team-oriented work style
• Commitment to professional and personal growth and development
• Trustworthiness, integrity, and personal accountability and adherence to standards of ethical behavior and professional conduct

WORKING CONDITIONS 

Work is conducted primarily in an indoor office environment with protection from weather conditions and with exposure to noise typical of an office or administrative setting.

PHYSICAL ACTIVITIES AND REQUIREMENTS

Require to be in the office from 9 – 5pm EST on weekdays. Lifting and carrying up to 30 lbs.; Frequent sitting, standing, walking, and bending; occasional kneeling, reaching, and stooping; handling office equipment; periodic driving may be required; visual acuity to prepare, read, and organize detailed hard copy and electronic documents; ability to speak and to hear the spoken word in normal face-to-face, web-based, and telephonic business communications. Willingness to accommodate occasional meetings and work activities that may be scheduled after normal daytime business hours.