Technical Support Engineer

Primary Responsibilities -

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
• Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
• Diagnosis and resolution of Customer hardware and software issues.
• Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments.
• Identifies customer issues, finds solutions, or proceeds with the escalation process to another department.
• Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration
• Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
• Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
• Proactively works with clients to ensure system uptime and optimal use of system functionality.
• Maintains a positive customer service attitude.
• Develops technical documentation, FAQs, and maintains a knowledge database.
• Maintains up-to-date industry technical knowledge.
• Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
• Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.

Skills Required-

• Bachelor’s degree in engineering, computer engineering, networking, or IT-related preferred
• High level of Customer Service attitude and aptitude.
• Minimum 2-5 years of experience troubleshooting networking, software, hardware, and communications technologies.
• Understanding and ability to execute SQL queries and commands.
• Experience working with an Incident Management System.
• Strong communication skills including oral, written, and customer approach.
• Strong knowledge of hardware and software components.
• Strong Time Management Skills.
• Strong understanding of Microsoft Windows and SQL servers.
• Experience in a Technical Support environment.
• Self-motivated and the ability to work independently.