Senior Technical Support Engineer

As a Senior Technical Support Engineer, you must have a broad technical background and excellent customer management skills. You should possess exceptional troubleshooting abilities, including deciphering technical software output logs, analysing installation logs, investigating databases, and troubleshooting issues across Windows, Mac, and Linux environments, as well as networking. In this role, you will be responsible for answering technical support calls, diagnosing and resolving issues, reporting bugs, testing newly developed software, collaborating cross-functionally on client technical challenges, and customising software tools to meet client needs. To succeed, you must be self-motivated, curious, and resourceful in solving complex technical problems. 

The core functions of this role include: 

• Ability to accurately triage and prioritize customer issues 

• Ability to follow standard processes for proper escalation of unresolved issues to appropriate internal teams 

• Meeting and/or exceeding assigned Technical Support metrics and targets 

• Ability to instill trust and to deescalate customer issues when appropriate by determining workarounds, next steps and talking customers through a series of actions they need to take to resolve an issue 

• Ability to prioritize and manage several open issues at one time 

• Provide prompt and accurate feedback to customers. 

• Accurately and promptly document actions taken on issues into the system log 

• Document technical knowledge in the form of knowledge articles 

• Excellent communication skills with the ability to explain technical solutions and set expectations on outcomes 

• Serve as a strong team player and collaborating, as appropriate, with our cross functional teams 

The key requirements for this role include: 

• 8 - 12 years in IT support, Managed Service providers or Proprietary Software Support 

• At least 2 years of experience with SysTrack; additional experience with SysTrack or other agent-based environments is a plus. 

• Demonstrated ability to read and interpret C++ or C# code to diagnose issues, understand functionality, and contribute to technical discussions 

• Advanced Windows knowledge to include Windows Servers, Workstations, and Active Directory 

• Advanced Network infrastructure experience (e.g., switches, routers, firewalls) 

• Experience with troubleshooting Software application installation, testing and architecture issues 

• Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration 

• Working Knowledge of & experience with Mac/Linux Operating Systems 

• Linux command line troubleshooting 

• Working Knowledge of DNS, DHCP, AD, Group Policy 

• Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services) 

• SQL query writing skills 

• Experience in large scale (500+ users/devices) IT Datacenter Support 

• Experience handling Enterprise-size customers 

• System hardware troubleshooting experience 

• Working knowledge of ITSM tools 

• Medical, Dental & Vision Insurance
• Flexible Spending
• Short & Long Term Disability Insurance
• Company Paid Life & Voluntary Life & AD&D Insurance
• 401(k) matching
• 11 Days Observed Holidays
• 20 Days PTO
• 5 Days Paid Sick Time
• Opportunities for career development and growth
• A collaborative and supportive team culture