Technical Support Engineer
Core
Resolve technical issues (hardware and software) for customers via remote support, phone, and e-support, while documenting cases and proactively assisting to reduce problem occurrence.
Role type
Technical Support Engineer (Hybrid)
Builds
Customer access, pre-sales, post-sales, and service delivery for business systems and applications
Domain
IT Infrastructure (Storage, servers, networking, virtualization)
Deliverable
client delivery
Required skills
troubleshooting in technical environments, hardware and software knowledge of computing/storage/peripherals, case management databases, analytical and problem solving skills, phone and remote support experience
Preferred skills
Portuguese language, partner with Sales Pursuit team
Technologies
Storage, servers, networking, virtualization, case management tools
Responsibilities
Resolve incoming internal or external business and end user problems via telephone and e-support; Respond to service, product, technical, and customer relations questions on features, specifications, and repairs; Articulate case summary and resolution in writing and verbally to add to Knowledge Management System; Represent the company in face to face customer location visits, industry conferences, and vendor meetings; Engage team members to ensure internal or external business and end user SLA demands are met
Seniority
Intermediate
