Technical Engagement Specialist

Job Description

This is a remote position.

SUMMARY

This role will be responsible for providing support to the company’s Engagement Team. The successful candidate will act as a technical liaison, addressing customer needs by managing inquiries, researching solutions, generating quotes, and improving processes. They will handle ticket triaging, collaborate with partners, support technical research, and participate in training and projects while ensuring efficient communication and task organization.

J OB RESPONSIBILITIES

• Act as a technical liaison between the Engagement Manager, external vendors, and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Engagement Manager informed and communicating with them as needed.
• Respond to client inquiries in a timely manner. Client inquiries will be sent to the centralized board and worked off from there. These inquiries include, but are not limited to :
• Basic hardware requests (PCs, firewalls, etc.)
• Software solutions (Microsoft licensing, hosted backup, etc.)
• Managed services
• Research technical solutions with multiple distributors and generate quotes.
• Make recommendations for changes to processes / procedures where appropriate.
• Keep all board tickets updated and organized.
• Triage all incoming tickets 2-3 times per day, communicating back with internal resources or clients to confirm ticket receipt and provide an estimated date / time of completion.
• Coordinate with the company’s business and technology partners to register opportunities and participate in sales reward programs.
• Collaborate at the direction of the Engagement Manager to perform technical research for the benefit of our clients.
• Participate in online training programs where appropriate to further advance technical knowledge and skills.
• Participate in special projects that support organizational needs, effectively assessing and communicating business impacts.
• Attend and participate in all required company training and meetings.
• Perform other related duties as assigned by the direct supervisor.

QUALIFICATIONS

JOB REQUIREMENTS