Technical Support Engineer
Core
Resolve technical issues for business customers using enterprise desktop products (mice, keyboards, webcams, headsets) and software, handling escalations from Tier 1.
Role type
Senior IC technical support engineer (enterprise hardware/software)
Builds
Customer support resolution and knowledge base updates
Domain
Consumer electronics / Enterprise IT support
Deliverable
client delivery
Required skills
Troubleshooting software/connectivity/hardware, Windows/Mac OS support, USB/wireless/bluetooth expertise, remote support via phone, IT/office user support, Salesforce/Oracle/Zendesk ticketing systems
Preferred skills
QA/SQA testing, Confluence/Asana knowledge management, new technology learning
Responsibilities
Troubleshoot software, connectivity and hardware issues for customers via phone, email; Resolve escalated support tickets from Tier 1; Assist Tier 1 team with guidance; Provide feedback on trends and customer voice; Assist with projects during low volume periods
Seniority
Mid-level, hands-on IC