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.

Professional Qualities

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.

Organizational Responsibilities

· 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.