IT Technical Support Engineer

Job description

- Answer incoming support requests from internal/external sources to maintain acceptable service levels

- Provide a pleasant and professional customer experience

- Follow all company processes, policies, and customer requirements

- Utilize the department’s knowledge base to determine proper troubleshooting course of actionGuide customers through manual resolutions when necessary

- Provide remote connectivity support via any of the available methods

- Manage assigned tickets, providing timely updates and/or resolution to meet the customer’ SLAIdentify new problems and contribute information necessary to document resolutions

- Provide support to troubleshoot and resolve technical issues reported by customers.

- Responsible for all technical support related aspects at a specific customer: escalations, performance, system installations, improvement programs and upgrades.

Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

Identify and escalate priority issues that need immediate attention.

Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.

Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

Outstanding analytical and organizational abilities.

Ability to remain calm, composed and articulate when dealing with tough customer situations.

Ability to work independently with little direct supervision and as a part of a team.

Excellent relationship management, customer service and communication skills in variety of forms (Email, live chat, conference calls, in- person.)Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.

 

Qualifications

- BS degree in Computer Science or Engineering

- System administration ( Application, OS, Web server )Linux knowledge is preferable

- SQL knowledge