Support Engineer providing high - quality technical support via email, phone, and live communication for Secomea customers. Collaborating with colleagues to improve service and customer experience.
About the role
- Senior Technical Support Engineer in a hybrid role focusing on technical support and customer management. Involves collaboration, troubleshooting, and documentation of technical issues.
Responsibilities
- Answering technical support calls
- Diagnosing and resolving issues
- Reporting bugs
- Testing newly developed software
- Collaborating cross-functionally on client technical challenges
- Customizing software tools to meet client needs
- Accurately triaging and prioritizing customer issues
- Following standard processes for proper escalation of unresolved issues to appropriate internal teams
- Meeting and/or exceeding assigned Technical Support metrics and targets
- Instilling trust and deescalating customer issues as appropriate
- Providing prompt and accurate feedback to customers
- Accurately and promptly documenting actions taken on issues into the system log
- Documenting technical knowledge in the form of knowledge articles
- Serving as a strong team player and collaborating with cross functional teams
Requirements
- 8 - 12 years in IT support, Managed Service providers or Proprietary Software Support
- At least 2 years of experience with SysTrack; additional experience with SysTrack or other agent-based environments is a plus.
- Demonstrated ability to read and interpret C++ or C# code to diagnose issues, understand functionality, and contribute to technical discussions
- Advanced Windows knowledge to include Windows Servers, Workstations, and Active Directory
- Advanced Network infrastructure experience (e.g., switches, routers, firewalls)
- Experience with troubleshooting Software application installation, testing and architecture issues
- Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration
- Working Knowledge of & experience with Mac/Linux Operating Systems
- Linux command line troubleshooting
- Working Knowledge of DNS, DHCP, AD, Group Policy
- Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services)
- SQL query writing skills
- Experience in large scale (500+ users/devices) IT Datacenter Support
- Experience handling Enterprise-size customers
- System hardware troubleshooting experience
- Working knowledge of ITSM tools
Benefits
- Medical, Dental & Vision Insurance
- Flexible Spending
- Short & Long Term Disability Insurance
- Company Paid Life & Voluntary Life & AD&D Insurance
- 401(k) matching
- 11 Days Observed Holidays
- 20 Days PTO
- 5 Days Paid Sick Time
- Opportunities for career development and growth
- A collaborative and supportive team culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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