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Technical Support Engineer US

Henderson Scott

Posted on Jul 12, 2022 by Henderson Scott

Tampa, FL 33601
IT
18 Jul 2022
£55k - £60k Annual
Full-Time

THE JOB: As part of our Technical Support Team, you'll have an important role in assisting customers in getting the most from our platform. You're likely to be called upon by them for assistance in difficult moments, for example following a ransomware attack or server failure. To perform well in this role, you'll need to be able to deal with multiple demands on your time, keep a calm head and always provide fantastic service to our customers, by phone, email and occasionally in person.

Duties and responsibilities:

  • Diagnosing, troubleshooting and resolving technical issues via email, phone and remote sessions.
  • Managing incoming support calls from USA based customers during US business hours.
  • Managing a ticket queue, prioritising a support workload based on severity and meeting our Service Level Agreements to customers.
  • Looking for opportunities to improve the customer experience of support, reducing unnecessary interactions and improving the quality of interactions.
  • Providing additional technical support internally to colleagues in the Tampa office.
  • Looking for opportunities to improve the customer experience of support, reducing unnecessary interactions and improving the quality of interactions.

Behaviours to demonstrate

  • Highly collaborative and transparent team player
  • Passionate, curious, and self-driven
  • Hungry for market knowledge
  • Evangelize and embrace design thinking
  • Exhibit strong attention to detail and analytical skills
  • Ability to be upfront, honest, and accountable

Essential skills, qualifications, and experience

  • A strong technical background, with a good understanding of data management and protection.
  • Excellent troubleshooting skills and a passion for learning and improvement.
  • Strong written and verbal communication skills
  • Strong interpersonal skills.
  • Ability to work independently and collaboratively within a team environment, including remote teams.
  • Have a service mindset and be passionate about customer satisfaction.
  • Windows Server 2008 R2 and later/Windows 10 & 11
  • Linux (Ubuntu, Red Hat, CentOS)
  • Database applications eg SQL Server
  • Active Directory and Azure AD permissions
  • SaaS platforms eg M365, GWS, Salesforce
  • Hyperscale platforms eg Azure, AWS
  • Troubleshooting performance and connectivity issues
  • An understanding of SaaS applications and troubleshooting tools (eg AppInsight)

Desired skills, qualifications, and experience

  • Educated to degree level in a Business, IT or Computer Sciences discipline.
  • Experience working within a technical support role or end user support.
  • Driving licence and option to use a car occasionally.
  • Have experience with ticket handling systems like Zendesk

Reference: 1665155053

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