Technical Support Engineer

Sykes Enterprises Incorporated rawlins , WY 82301

Posted 2 months ago

Job description

SITEL is seeking a Technical Support Engineer to provide enterprise-level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot, and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing marketplace of solutions, and more.

After applying, you'll complete our video interview where we'll get to know each other better. Be sure to look for an email from interviews@hirevue.com for your personal link. After you complete your interview, our team will review your application and be in touch after 24 hours to discuss which position best matches your skill set. Sitel Group? has more than 20 years of experience hiring for our customer support roles - our modernized application technology benefits our customers and you!

  • With your job application, you may see some communications come from Sitel Group as well as SYKES.

Responsibilities:

  • Provide technical support for enterprise customers

  • Develop a deep understanding of the client's product

  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments

  • Provide documentation content and participate in online forum support for real-time questions from our client's users.

  • Reproduce customer issues and if necessary, file bug reports, escalate cases to engineering, and provide the necessary documentation

Required qualifications, skills and experience

Requirements:

  • Work availability from 8:00 AM - 7:00 PM Eastern Time, Monday to Friday.

  • Able to work some weekends and the availability to be on-call on a rotational basis.

  • Experience with the following systems is a must: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X

  • Understanding of regular expressions (Regex) and Python scripting

  • Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML

  • Experience in Business Intelligence a plus

  • Be able to isolate problems between hardware and software and provide information to the appropriate development team(s)

  • Solid knowledge of networking concepts

  • Highly developed, process-oriented skills for troubleshooting, problem-solving, and problem resolution

  • Superior written and verbal communication skills are a must

  • Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance updates

  • 2 to 3 years experience in a Technical Support or Systems Admin role

  • Experience in Business Intelligence and fluency in Spanish (writing and speaking in technical terms) are a huge plus (but not required)

Desired qualifications, skills and experience

Nice to have (but not required):

  • Customer service background

  • Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience

About SYKES

Why SITEL

Your interest in SYKES has come at an exciting time in our history. We're excited to announce that SYKES is now a part of SITEL Group?, one of the largest global providers of customer experience (CX) products and solutions! As you move forward with your job application, you may see some communications come from SITEL Group as well as SYKES. At SITEL, we believe happy associates are successful ones. That's why we give our people the tools and freedom to learn, grow, have fun and be themselves. Our employee promise includes strong company culture, ample rewards and recognition and opportunities for professional and personal development.

Apply today and experience a day in the life at SITEL!

EEO statement

EOE/Veteran/Disabled


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Technical Support Engineer

Sykes Enterprises Incorporated