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Customer Success Engineer
6 days ago
We are seeking a highly skilled Technical Support Specialist to join our team in a remote position based on the East Coast.
The ideal candidate will have experience in tiered-level technical customer support, a strong understanding of resolving customer needs promptly, and excellent troubleshooting skills. Strong communication and problem-solving skills, along with the ability to work both independently and collaboratively, are essential.
Responsibilities:
- Provide technical support for company products to customers' IT staff via Freshdesk, Microsoft Teams, Outlook and Zoom.
- Communicate and provide knowledge transfer to other support agents on escalated calls and resolutions.
- Analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes.
- Prioritize incidents, requests and product questions to ensure all SLAs are met.
Requirements:
- 3+ years of technical support experience in the software industry.
- Bachelor's degree in IT, Computer Science, or a related field is preferred.
- A+ Certification, Network+, and Microsoft Certified - MCP are beneficial.
- Extensive knowledge of Windows 11, 10, Server 2022, and 2019 for hardware/software installation and configuration.
- Strong Microsoft software troubleshooting skills.
- Understanding/experience in networking (TCP/IP, DNS, HTTP/HTTPS).
- Understanding/experience with Windows and configurations.
- Ability to react quickly and effectively under pressure.
- Superb troubleshooting skills and tenacity in problem-solving.
Desirable Skills:
- Familiarity with virtualization technologies like VMware or Hyper-V.
- Strong documentation skills for creating technical guides and support documentation.
- Excellent time management and organizational skills.
- Experience using troubleshooting tools such as Process Monitor (procmon), Windows Performance Recorder/Analyzer (or Xperf) and Packet Capturing tools such as Wireshark is a plus.
- General experience working within virtual environments on cloud platforms such as AWS and Microsoft Azure is a plus.
- Knowledge of scripting languages (e.g., PowerShell) for automation is a plus.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
- Collaborative and innovative work environment.
- Chance to work on cutting-edge cloud projects.
- Supportive and inclusive company culture.
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