What are the responsibilities and job description for the Technical Support Engineer position at Simplex Group?
The Simplex Group is an organization dedicated to providing quality commercial transportation services to trucking companies and owner operators alike. Our vision statement, “Empowering the Dreams of Those Delivering to America”, anchors our focus on our customers. We are experts in administering comprehensive services including DOT/FMCSA Safety Compliance Management, truck permits and taxes, offering the best trucking insurance packages in the market, and securing top paying loads while servicing your freight factoring services. Simplex has the attributes of a highly entrepreneurial startup environment, growing at an accelerated pace, leveraging technology and digital marketing to build a highly differentiated engagement model for our customers, and led by industry visionaries, supplemented by leadership hires with experience in technology companies. This is a unique career opportunity to help shape the Information Technology environment and operations within Simplex.
We are looking for an experienced and self-driven individual to join our team! Reporting into the Manager of Infrastructure & Operations, the Technical Support Engineer will assist our staff with all IT Technical related issues. You will be required to respond to support tickets and assist clients via remote access or on-site. This may include installing hardware and software systems, diagnosing networking issues, installing upgrades, and resolving IT issues.
To ensure success as a Technical Support Engineer, you should have in-depth knowledge of IT systems, high-level communication skills, and the ability to work independently. Ultimately, a top-class Technical Support Engineer provides valuable IT assistance and support while maintaining strong customer relations.
Technical Support Engineer Responsibilities:
- Act as the initial point of contact for all computer and system related concerns from customers
- Install and configure computer systems and applications within the company using system image deployment applications/tools
- Evaluate and prioritize customer support cases
- Ensure reported issues are resolved in a timely manner
- Communicate and solve customers' problems or inquiries via phone, email, remote connection, and face-to-face
- Act as a consultant and offers solutions for customers' problems
- Track and manage your work record
- Detailed documentation of requests for service and steps taken to resolve them
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware
- Build and maintain relationships with vendors.
- Maintain a high degree of organizational and time management skills, with attention to detail
- Occasional night and weekend work required. Travel 5-10% may be required in response to needs of the systems being supported.
Technical Support Engineer Requirements:
- 2 years of experience as a Technical Support Engineer or similar role
- BS degree in Information Technology, Computer Science or equivalent
- Strong analytical and problem-solving skills
- Familiarity with MS Active Directory, Exchange, VPN, VOIP/SIP, Remote Desktop and Office 365 products
- Experience working with different operating systems including Windows, Mac OS, and with networking systems
- Ability to work effectively in a geographically diverse teams and users environment and proven collaborative approach to problem solving
- Experience in procurement, inventory and asset management of IT equipment managing the IT life cycle a plus
- Self-motivated and detail-oriented, with the ability to multi-task and effectively prioritize and execute tasks in a high-pressure environment.
- Excellent communication and interpersonal skills.
- Fluent in English in written/oral form. Spanish speaking a plus
- Customer focused
Great Fit if...
- Able to work on an On-Site position
- Excellent verbal and written communication skills
- Exceptional interpersonal and customer service skills
- Outstanding organizational skills and attention to detail
- Strong analytical, logical thinking, and problem-solving skills
- Excellent time management skills with a proven ability to meet deadlines
- Ability to prioritize tasks and to delegate them when appropriate
Characteristics of a Simplificator:
- Optimistic Attitude
- Problem Solver
- Passionate
- Eager to learn
- Team Player
- Adaptable
Simplex Group is an organization dedicated to providing quality commercial transportation services to trucking companies and owner operators alike. We are experts in administering comprehensive services including DOT/FMCSA Safety Compliance Management, truck permits and taxes, offering the best trucking insurance packages in the market, and securing top paying loads while servicing your freight factoring services. At Simplex Group our vision is: “Empowering the Dreams of Those Delivering to America”.