Job Description

We are currently seeking a friendly and highly skilled Technical Support Engineer to provide enterprise-level support to our vast customer base. This technician must be able to provide support via phone, web, email, chat, and other channels as needed. Excellence in customer service skills is a must. A background in IT support or engineering is also required. We are looking for a self-motivated person who is willing to take ownership of customer issues reported and see those problems through to resolution. Ideal candidates will be comfortable researching, diagnosing, troubleshooting, and identifying solutions to resolve any issues presented. S/he must also be able to follow standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction.

Duties include maintaining computer systems including software and hardware on desktops and laptops, resolving Internet and network access issues (both wired and wireless), providing network printer support and determining causes of computer/software/network malfunctions.

Job Duties and Responsibilities

• Able to demonstrate leadership skills and take ownership of client issues reported
• Maintain computer systems including software and hardware on desktops and laptops
• Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to client issues – resolve Internet and network access issues (both wired and wireless); provide network printer support and determining causes of computer/software/network malfunctions
• Commitment, focus, and follow-through needed to see problems through to resolution
• Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize client satisfaction
• Exceptional client service skills and excellent communication skills to provide prompt and accurate feedback to customers
• Superb written communication skills to ensure proper recording of all client interactions and closure of all presented issues
• Great written communication skills needed to prepare accurate, clear, and timely reports
• Commitment to documenting knowledge in the form of knowledge base tech notes and articles

Qualifications

Required Education and Experience: 

• 4+ years of relevant work experience

Required Skills:

• Significant work experience in technical support, IT support, or as a technical engineer
• Working knowledge of Unix/Linux systems, utilities, and scripting
• Aptitude for problem-solving
• Excellent client-facing/customer service skills
• Excellent written and verbal communication skills
• Ability to focus and follow-through to resolution of issues
• Ability to diffuse tension and work the issue at hand

Temporary Working Environment & Conditions During COVID

This position will be hybrid remote during the COVID pandemic.