Support Engineer

Job Description

This is a remote position.

SUMMARY

The Support Engineer will be a pivotal team member, responsible for handling some of our most complex and dynamic customer issues. The ideal candidate will assist with escalations from our Support Technicians, leveraging a broad range of IT Generalist experience to resolve technical challenges efficiently.

In this role, you will play a critical part in ensuring the optimal performance of our clients' systems by diagnosing and addressing complex technical issues. You will collaborate closely with a diverse team of experts, contributing to the development of best practices and continuous improvement in service delivery. If you're passionate about technology and thrive in a fast-paced environment, this opportunity will allow you to make a meaningful impact while advancing your career.

JOB RESPONSIBILITIES

• Conduct thorough research and identify effective solutions to both software and hardware issues.
• Diagnose and resolve advanced technical problems, including but not limited to firewalls, switches, servers, cloud environments such as Azure, account setup, network configuration, application support, Active Directory management, and more.
• Engage with customers to probe and uncover the root causes of technical issues, guiding them through a series of complex troubleshooting steps.
• Ensure that all issues are accurately logged and tracked in the system.
• Effectively prioritize and manage multiple open issues simultaneously.
• Follow up with clients to verify that their IT systems are fully functional post-resolution.

QUALIFICATIONS

JOB REQUIREMENTS