Technical Support Engineer

JOB TITLE: Technical Support Engineer

DEPARTMENT: Technical Support

REPORTS TO: Technical Support Manager

SUPERVISORY RESPONSIBILITIES: No

JOB LOCATION: Remote

SUMMARY OF POSITION:

The Technical Support Engineer is a dynamic and energetic individual that plays an important role by being the first point of contact for issues reported by our customers on our software products, in a timely and professional manner with a deep commitment to excellent customer satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answers the Technical Support Line to receive new support

• Monitors the Technical Support Mailbox periodically throughout the day.

• Logs all new support requests in tracking system.

• Communicates effectively with customers and 3rd parties daily to resolve issues in a timely manner.

• Tracks all activity related to each issue and documents progress daily.

• Follows established escalation procedure to engage secondary support when necessary.

• Works towards continually gaining extensive knowledge of supported products.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Associates Degree in Computer related studies or equivalent.

• Minimum of 2+ years of helpdesk experience supporting technical clients.

• Experience and extensive knowledge of computer related troubleshooting.

• Experience and background using a Windows environment.

• Experience and extensive knowledge of computer related troubleshooting.

• Experience and background using a Windows environment.

• Exposure to Active Directory Exchange Server, and Networking Operating Systems

• Exposure to SQL Server

• Exposure to Microsoft IIS Web Server Software

• Ability to interpret customer business needs and translate them into the application and operation requirements

• Excellent people skills to interact and engage with customers

• Excellent oral and written communication skills

• Ability to type accurately at least of 50 words per minute.

• Ability to work in a close team environment.

• Excellent analytical and problem-solving

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Experience supporting or implementing OnBase

• Experience with C# and JavaScript

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York