Technical Support Engineer

Mission of the Role

Technical Support

• Respond to customer's telephone, email and voice mail inquiries concerning support request.
• Resolve hardware and software problems with our supported product line.
• Accurately records incident descriptions, communications and resolution in our system.
• Diagnose problems through research, replication, and testing.
• Escalate or consult with senior help desk engineers, both internally and externally.
• Manage assigned ticket queue
• Ability to coordinate resources to fulfill needs of customers
• Prevent problems from escalating by understanding customer needs and fulfilling them
• Continue to stay current on current technology in the industry and our product line.
• Perform assigned duties as requested by Manager.
• Consistently deliver high-quality services to our clients.

Teamwork

• Reinforces team approach throughout development efforts.
• Supports and solicits input from team members at all levels within the organization.

Position Requirements

• Bachelor’s degree in Information Technology or Computer Science.
• 2 or more years’ experience in an IT Field.
• 2 years’ experience with FOIP and diagnostic tools.
• 2 years’ knowledge or experience with Retarus, RightFax, Biscom, FaxCore and/or XMedius Fax Products.
• 2 years’ experience with the Fax or Cloud Fax products preferred.
• Previous help desk or support center experience.
• Excellent written and verbal communication.
• Strong interpersonal skills including negotiation, conflict management, and customer relationship building skills.
• Excellent knowledge of Windows Server and Workstation.
• Excellent knowledge of Windows networking (DNS, DHCP, and TCP/IP).
• Strong knowledge of Windows Active Directory.
• Some knowledge of Exchange.
• Self-starter, highly motivated, enthusiastic and energetic.
• Results oriented, well organized and team player.
• High degree of integrity.
• Creative problem solver, good listener and quick learner.

• Respond to customer’s telephone and email inquiries concerning support request.
• Resolve hardware and software problems with our supported product line.
• Accurately record incident descriptions, communications and resolution in our help desk software.
• Diagnose problems through research, replication, and testing.
• Escalate or consult with senior help desk engineers, both internally and externally.
• Function as a technical resource on internal technical projects.
• Continue to stay current on current technology in the industry and our product line.

·      Perform assigned duties as requested by Manager.