Search
Exact matches only
FILTER BY
Select all
Posts
Pages
Careers
Employers
POSTS
Select all
Architecture & Design
Articles
Podcasts
Videos
Building Management
Articles
Podcasts
Videos
Business Services
Articles
Podcasts
Videos
Education Technology
Articles
Podcasts
Videos
Energy
Articles
Podcasts
Videos
Engineering & Construction
Articles
Podcasts
Videos
Food & Beverage
Articles
Podcasts
Videos
Healthcare
Articles
Podcasts
Videos
Hospitality
Articles
Podcasts
Videos
Industrial IoT
Articles
Podcasts
Videos
Professional AV
Articles
Podcasts
Videos
Promoted Content
Retail
Articles
Podcasts
Videos
Sciences
Articles
Podcasts
Videos
Software & Technology
Articles
Podcasts
Videos
Sports & Entertainment
Articles
Podcasts
Videos
Transportation
Articles
Podcasts
Videos
Videos
Articles
Podcasts
Videos
Articles
Podcasts
Videos
CAREERS
Select all
AEC
Architecture & Design
Building Management
Business Services
Education Technology
Energy
Engineering & Construction
Food & Beverage
Healthcare
Hospitality
Industrial Iot
Media Production
Professional AV
Publications
Retail
Sciences
Software & Technology
Sports & Entertainment
Transportation

Tier 2 Technical Support Engineer

Full time ScreenBeam in Software & Technology Email Job
  • Share:

Job Detail

  • Career Level Individual Contributor
  • Experience 2 Years
  • Education Diploma

Job Description

Job Description

The technical support engineer’s primary role is to be the trusted technical interface to end customers. You’ll provide technical support to customers and partners through our online helpdesk, as well as through email and over the phone. Using your experience supporting our customers, as well as the knowledge from senior engineers, you will update, create, and maintain articles in our online helpdesk.

 

Areas of responsibility include

• Document field issues and create knowledge base of troubleshooting techniques for support engineers and end customers.

• Create online troubleshooting tips and help articles based on existing product documentation. • Receive incoming product support tickets from customers.

• Provide technical support and troubleshooting via the web/chat/phone.

• Use web-based ticketing system to receive, respond to, and update tickets.

• Initial triaging/troubleshooting issues and escalation when appropriate.

• Work closely with internal team to review common tickets and issue escalation.

 

Qualifications

• Minimum 2 years of experience with system/applications support or similar technical support.

• Excellent communicator with strong verbal and written communication skills.

• Ability to break down issue and generate the step-by-step instructions for troubleshooting.

• Knowledge of PC and OS including Windows, iOS, macOS and or Linux/ChromeOS.

• Ability to independently troubleshoot complex problems with minimal supervision.

• Highly organized and detail oriented with issue reporting.

• Customer service minded with a “here to help” attitude.

• Ability to live and work in the designated city without requiring sponsorship.

Highly desired if

• Experience with technical writing/creating self-help content for end users.

• Experience with website editing tools, HTML5/HTML and general Web 2.0 techniques.

• Understanding of 802.11 wireless and network hardware or software.

• Have background in supporting public sectors like Enterprise or Educational customers.

• CompTIA A+ or similar networking cert.

Education

• Associate degree in IT or Computer Science/Engineering, or related technology field, or the equivalent combination of education, technical certifications or training.

Other jobs you may like