Position Summary
The Technical Support Engineer provides technical support to our customers and resellers, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers providing quality technical support. Technical Support Engineers have excellent communication skills and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. As a Technical Support Engineer, you are expected to proactively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company.
The individual we're seeking must have a passion for delighting customers and solving tough technical issues.
This TSE opportunity will be working with Cherwell Service Management, a comprehensive service desk solution verified for eleven ITIL processes.
Responsibilities
The individual we're seeking should have a strong technical background and enjoy troubleshooting issues. Normal operations regularly require communicating with customers, managing critical issues, and providing world-class support to customers. The Support Engineer will receive cases electronically through our Support portal and will also be part of an inbound call queue receiving and answering questions for direct customers and partners.
80% - Resolve client questions or problems in the areas of system configuration/setup and product functionality, including fixes or enhancements.
- Serve as primary support liaison between company and customer.
- Provide excellent technical and customer service; strong communication skills are required.
- Troubleshoot complex technical issues in customer environments.
- Perform product testing and customer issue replication.
- Contribute toward achievement of team goal and objectives.
- Works directly with the back line and development teams (as needed) to resolve complex issues and provide input for product direction.
10% - Develop and share knowledge about the software/solution.
- Write/edit knowledge base articles to answer common customer questions.
- Deliver and receive training to/from others.
10% - Assist other Technical Support Engineers with difficult and complex issues
- We succeed as a team, so a willingness to put the team's objectives above your own is desired. Collaboration is a key when working as a Technical Support Engineer.
- May perform other job duties as directed by Employee's leaders.
Qualifications - Skills And Experience
- 2+ years of experience in IT with an emphasis on customer support
- Excellent interpersonal and communications skills
- Excellent time management, decision making and organization skills
- Strong technical troubleshooting skills
- Strong knowledge of networking
- Knowledge of Windows Operating Systems and MS Office
- Must be able to work well with others as part of a team
Preferred Experience/Certifications
- Knowledge of IIS installation and configuration
- Knowledge and/or experience with SQL database technologies
- Understanding of Simple Network Management Protocol (SNMP)
- Working knowledge of the components in a web applications stack
- CSM knowledge and experience is highly desirable
- Understanding how SAML functions
- Understanding how LDAP functions
- Knowledge of APIs and how they function
Education
- 4-year degree in IS or IT, or equivalent experience preferred
Working Conditions & Physical Requirements
Ivanti CSM Support is a 24x7x365 Operation
