What are the responsibilities and job description for the Technical Support Engineer 1 position at Broadview Solutions?
About Broadview Solutions
Broadview is a leading provider of IT services catering to both established and emerging industries, bringing a visionary view of technology and the services our customers need to enable them. We build customized delivery models that fit each customer’s specific needs, while always focusing on efficiency and affordability.
We love our customers, and as a team we’ll do whatever it takes to ensure they love doing business with Broadview.
What we’re looking for
Broadview Solutions is looking for a motivated and driven individual to grow with our team. This person will place top priority on providing best-in-class service to our customers. A strong sense of ownership and desire for positive outcomes is a MUST!
The individual will provide critical support services to our field engineers to help ensure site completion and a high degree of customer satisfaction. This is a technical role that will require you to have a good understanding of various field services technologies and a desire to learn and grow with the team.
If this sounds like you, consider joining our team as a Technical Support Engineer.
What we offer
First and foremost, Broadview Solutions offers a positive and supportive work environment. We believe all team members are a valuable part of the organization who contribute to the success of Broadview and our customers.
We believe in a great work life balance! As part of our comprehensive benefits package, Broadview offers a generous time off program to ensure all team members have the opportunity to relax and recharge.
Individual growth is a cornerstone of our organization. At Broadview, you will have the opportunity to obtain knowledge and develop skills to help you progress towards your professional goals. We will help you define a career path within the organization and support your development to achieve those goals.
Position Responsibilities
- The TSE 1 will be responsible for the oversight and procedural support of field engineers dispatched on Broadview customer work.
- Understand and communicate procedural steps to field techs as defined in Broadview runbooks.
- Receive support calls and provide guidance to field engineers to ensure site completion and a positive outcome for Broadview customers.
- Proactively engage field engineers on high visibility activities to ensure scope of work and expected outcomes are fully understood.
- Log recurring issues and resolutions to develop field service knowledge base.
- Review job completion deliverables and provide status updates.
- Escalate site issues to Tier 2 engineers, Broadview PM, or customer contacts.
What You’ll Need
- Ability to communicate clearly and professionally with internal and external parties.
- An analytical and problem solving mindset with the ability to respond in a very dynamic environment with constantly changing activities and priorities.
- Ability to adapt quickly to new projects with differing technologies and work scopes.
- A collaborative approach to problem solving while also being able to operate independently and with a strong sense of ownership.
- Experience in a field services role or a remote support position is a PLUS!
- Preferred education – Associate’s Degree or higher or equivalent experience.