Technical Support Engineer

Primary Responsibilities

• Provide phone, email and remote support to customers
• Level 1 and 2 technology support for deployed content solutions
• Emulate or reproduce technical problems encountered when required
• Document resolved issues to build a shared knowledge base and contribute to the department’s ongoing improvement
• Participating in After Hours Emergency & Scheduled Support – limited
• Escalate critical issues and roadblocks to the Technical Support Manager
• Support internal IT systems, service desk when not taking client support calls

• Associate’s Degree, computer science or related field

• CompTIA A+, Network
• MCSE
• Proficient knowledge of Windows-based server OS such as Microsoft Windows Server
• SQL Connectivity and Permissions
• Active Directory and GPO
• Virtualization
• Experience with laser printers, multi-function, copiers drivers and scanning
• Experience scanning middle-ware solutions – Upland Accu Route, Nuance
• Experience secure print solutions – Follow Me, Uni Flow, Paper Cut
• Experience with Document Management methodologies

• Strong dedication to customer care
• Creative thinker
• Excellent verbal and written communication skills, in person, and by telephone
• Ability to understand and analyze customer technical needs
• Works well independently
• Ability to participate, contribute and interact with Pre Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams

Full-Time

In return for your contributions, we offer an environment that supports and recognizes your professional growth. In addition, we provide competitive compensation, including group benefits.