JOB TITLE: Technical Support Engineer
DEPARTMENT: Technical Support
REPORTS TO: Technical Support Manager
JOB LOCATION: Remote (U. S. Based)
SUMMARY OF POSITION:
The Technical Support Engineer is a dynamic and energetic individual that plays an important role by being the first point of contact for issues reported by our customers on our software products, in a timely and professional manner with a deep commitment to excellent customer satisfaction.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Answers the Technical Support Line to receive new support
- Monitors the Technical Support Mailbox periodically throughout the day.
- Logs all new support requests in tracking system.
- Communicates effectively with customers and 3rd parties daily to resolve issues in a timely manner.
- Tracks all activity related to each issue and documents progress daily.
- Follows established escalation procedure to engage secondary support when necessary.
- Works towards continually gaining extensive knowledge of supported products.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High school diploma or equivalent
- Associates Degree in Computer related studies or equivalent, is preferred.
- Minimum of 2+ years of helpdesk experience supporting technical clients.
- Experience and extensive knowledge of computer related troubleshooting.
- Experience and background using a Windows environment.
- Experience and extensive knowledge of computer related troubleshooting.
- Experience and background using a Windows environment.
- Exposure to Active Directory Exchange Server, and Networking Operating Systems
- Exposure to SQL Server
- Exposure to Microsoft IIS Web Server Software
- Ability to interpret customer business needs and translate them into the application and operation requirements
- Excellent people skills to interact and engage with customers
- Excellent oral and written communication skills
- Ability to type accurately at least of 50 words per minute.
- Ability to work in a close team environment.
- Excellent analytical and problem-solving
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Experience supporting or implementing OnBase
Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York
Qualifications
Education
Required
Associates or better.
Experience
Required
2+ years of helpdesk experience