Your Role as a Technical Support Engineer: Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Technical Support Engineer. This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues. The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision.
A Day in the Life of a Technical Support Engineer: Provide first response and technical support issue resolution via chat, email, phone 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. What You'll Need: 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 MY SQL. Understanding of TCP/IP networking, DNS and proxies is a plus. Proficiency in Microsoft Outlook & office suite. Basic experience with graphic design and/or video editing suites not required, but a plus. 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 (2-5 years). Working knowledge of JIRA and Salesforce preferred. The Perks of Working for Appspace: For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program.
Additional perks include: Generous PTO. Flexible work schedules. Remote work opportunities. Paid company holidays. Appspace Quiet Fridays (No non-essential internal meetings scheduled). A casual dress work environment.
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