Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
About the role
- Senior IT Support Engineer providing oversight and mentorship in a collaborative IT environment. Fostering team development and improving service delivery for clients at My IT Crew.
Responsibilities
- Provide oversight and mentorship to the team in addition to your technical role.
- Suggest and organize team-building activities.
- Ensure team performance and understand on metrics.
- Act as a resource to the rest of the team for rapid decisions and direction.
- Through Root Cause Analysis, discover training needs and provide coaching.
Requirements
- 5+ years of relevant technical experience with Microsoft end-user and cloud technologies.
- 2+ years of relevant lead experience with multiple technicians
- Experience in managing customer expectations.
- Demonstrable experience in incident, problem, and change management.
- ITIL Foundations V3 or V4 certification is highly desired.
- Excellent ability to present information in a manner that is clear and concise.
- Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally.
- Excellent client service skills, with the ability to create/cultivate trusting relationships with clients and co-workers and remain calm in stressful circumstances.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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