Technical Support Engineer

As a Technical Support Engineer, you must be passionate about helping customers, have strong troubleshooting and analytical skills, excellent verbal and written communication skills, be organized, work well in a team, demonstrate the ability to learn quickly, and manage multiple priorities. The Technical Support Engineer is a product expert, providing guidance/assistance to our partners with a vast array of challenges including problem-solving, system troubleshooting, training, product functionality and day-to-day operations.

As an ideal candidate, you will have:

• 1-2 years of technology experience. (systems / network administration / tier 2 systems technical support)

• Knowledge of / experience with Microsoft Windows Server, Microsoft IIS, and Microsoft SQL Server.

• Knowledge of / experience with HTML, CSS, and JavaScript/JQuery a plus.

• Excellent verbal and written communication skills, strong organizational skills, and strong attention to detail required.

• Must possess an ability to manage multiple tasks effectively in a fast paced environment.

• Must be cool under pressure and able to get the job done with the possibility of multiple and potentially conflicting priorities.

• Must be enthusiastic, self-motivated, and a team player.

• Strong work ethic a must.

• Bachelor’s degree in Informatics, Management Information Systems, or related field a plus.

• Knowledge of HIPAA, FISMA, and ITIL a plus.

Check out what you will be doing!

• Provide customer support via telephone and the web-based issue tracking system.

• Troubleshoot customer issues with innovative thinking, creative problem-solving, and the ability to execute quickly and precisely.

• Assist customers in being successful by delivering timely solutions to problems or questions.

• Escalate and follow up on issues as necessary to other departments, and manage these issues to resolution.

• Document all customer interactions and troubleshooting steps in the web issue tracking system in a thorough, detailed, and professional manner.

• Capable of working with minimal supervision and accomplish maximum results.

• Provide valuable “Front-Lines” feedback to the support team and manager to help increase the quality of support provided.

• Communicate complex ideas to customers and internal staff with varying levels of expertise.

• Model customer-focused behaviors leading to outstanding customer experiences.