Key skills
Technical SupportWindows ServerLinuxTCP/IP NetworkingDNSSQLMySQLSalesforceJIRACisco Digital Media DevicesChrome OSWebServer (IIS)Customer ServiceCRMJiraCommunication
About this role
Appspace is a company dedicated to enhancing work experiences globally, and they are looking for a Technical Support Engineer. This role involves providing technical assistance to customers regarding software, OS, and network issues, while ensuring effective communication and documentation of support activities.
Responsibilities:
- Provide first response and technical support for issue resolution via email and remote sessions
- Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause
- Escalate cases requiring advanced technical skill
- Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate
- Serve as the client’s subject matter expert for the Appspace platform and app
- Identify operational issues via retrieval and evaluation of errors and logs
- Problem solve and embrace technical curiosity to research issues when needed
- Stay organized and document all customer interactions using company CRM (Salesforce) and related tools
Requirements:
- Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure
- Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired
- Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments
- Working knowledge of databases such as SQL or MySQL
- Understanding of TCP/IP networking, DNS and proxies is a plus
- Proficiency in Microsoft Outlook & office suite
- Excellent written and verbal communication
- Outgoing, helpful, and passionate about providing excellent customer service
- Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred
- Bachelor's degree or equivalent/related work experience (1-3 years)
- Working knowledge of JIRA and Salesforce preferred
- Basic experience with graphic design and/or video editing suites is not required, but a plus