Technical Support Engineer

The Technical Support Engineer is responsible for providing support for all customers. This position is responsible for troubleshooting issues in many areas such as, mechanical, hardware and pneumatic failures, software issues, network analysis and user related questions. The Engineer must exercise judgment to determine the source of the problem and the most appropriate way to resolve. The Technical Assistance Center provides technical support on a 24/7/365 basis.

The role will provide technical support forl products installed throughout the customer base. The role will support calls via phone, e-mail, direct consultation and assures prompt, courteous and professional service to our customers by effective communication, timely follow-up and technical expertise. The successful candidate will also need a clear understanding of when to escalate more complex and urgent issues.

Responsibilities:

• Serve as the initial point of contact for all computer and system related customer solutions
• Take ownership of support requests seeing them through to resolution to give excellent service that is key to our customer experience creating more promoters of the service provided
• Provide technical support solving problems for customers on multiple Products
• Complete detailed reports listing technical assistance requests creating documentation to assist internal staff and customers to better understand troubleshooting of products and features
• Research, diagnose and troubleshoot customer technical support system issues to resolve in a timely manner
• Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated
• Educate customers as necessary to proactively enable them to resolve issues
• Utilize the organization’s tools and knowledge base and collaborate with team members to determine proper troubleshooting course of action
• Proactively identify trends at customer sites with respect to hardware and software that can lead to problems

Knowledge and Skills:

• Excellent knowledge of Microsoft Office & Operating Systems
• Understanding and strong troubleshooting experience with computer hardware (Example:  Monitors, printers, power supplies)
• Passionate transformer for helping customers by living and breathing team with a relentless ability to get things done well
• Create real value for the customer in every interaction
• Have desire, ability and the humility to appreciate, apply and share learnings to improve self and others
• Ability to diagnose complex problems and deliver analysis of root causes across a technology stack and hardware up to and including mechanical, electrical and pneumatic equipment
• Aptitude to multitask effectively during busy times, exercise patience and do the right thing during stressful situations
• Outstanding verbal & written communication skills

Basic Qualifications:

• Experience working with computer hardware/software troubleshooting
• Experience in a technical support role with direct customer contact

Preferred Qualifications

• Previous work experience as a Technical Support Engineer or similar role
• Certification in Microsoft, Linux, Cisco or similar technologies
• Strong knowledge of SQL & Oracle
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
• Experience in troubleshooting and repairing electro-mechanical systems.