Support Engineer

Role Overview

• Communicates with internal teams and customers to plan and review implementation status.
• Monitors logging and alerting systems to ensure high-availability and reliability.
• Installs and configures TECH5-provided hardware and software and provides instruction and assistance to contracted support personnel tasked with installation and configuration.
• Contributes to the development of processes and templates for customer project implementation.
• Interfaces with the Project Implementation team in deployment, documentation, repair, and troubleshooting of systems.
• Ensures project data including installation and configuration, remote connection and contact data is shared with other members of the Technical Support team.
• Submits to and passes enhanced criminal and background checks conducted by individual customers utilizing their requirements to be cleared.
• Requires participation in a 24x7 on-call shift rotation and may require travel up to 5%.
• Receives and proactively responds to customer support requests during work and/or on-call assignment hours through channels including email, helpdesk ticketing system and phone calls.
• Completes annual security training and adheres to TECH5 USA’s security policies and procedures; notifies IT with any suspicious emails or other activity.
• Uses remote support tools and knowledge to assist in resolving customer hardware issues.
• Reproduces reported issues and identifies solutions.
• Reports product and service defects and suggests appropriate action to engineering and management using internal procedures.
• Assists engineering and quality assurance teams in executing test cases and providing output through appropriate channels, when assigned by manager.
• Updates information such as asset management to correctly reflect customer deployment status.
• Performs other duties associated with this position as assigned.

Requirements

• Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience.
• Practical hands-on experience with building and troubleshooting personal computers and peripherals.
• A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management.
• A minimum of one year of demonstrated client-server system experience.
• Understanding of basic networking concepts and the ability to troubleshoot connectivity issues.
• Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus.
• Familiarity with Salesforce is helpful, experience with Zendesk and JIRA is highly desirable.
• Fluent English skills, written and verbal, are required.
• Knowledge and experience of DevOps or cloud environment support is highly desirable.
• Skills with automation and scripting (BASH, Python, Go, others) are desirable.
• Able to interpret and explain technical systems to non-technical audiences.
• Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted.
• Advanced knowledge of PC computing and general IT system management skills.
• Exhibits meticulous attention to detail and is committed to producing accurate and high-quality work.
• Excellent time management, organizational and problem-solving skills.
• Ability to lift and move up to 50-lbs.

Tech Stack

• Cloud
• Python
• SQL
• Go

Benefits

• Very generous paid time off policy
• Retirement Savings in a 401K
• Great company culture of collaboration, honesty and integrity
• Medical, Dental, Vision, Disability, Accident and Life insurance