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Technical Support Engineer in Colorado Springs, CO at SNI Technology

Date Posted: 6/7/2019

Job Snapshot

Job Description


Our client is seeking a Technical Support Engineer for an exciting contract to hire opportunity. The Technical Support Engineer provides technical support to the clients' customers and re-sellers, answering complex questions on function and usage of products via the telephone and/or Internet. This position is a primary support liaison between the company and customers providing a consistently excellent standard of customer assistance and service. Through strong technical skills and product knowledge the Support team works to resolve cases raised by effective troubleshooting, research and testing or for more complex issues work directly with back-line and development teams. As a Technical Engineer you are expected to proactively assist the team in driving key initiatives and ensuring the long-term success of our customers and the company. You may be required to represent the team across other functional areas within the company.
RESPONSIBILITIES:

  • To provide support for products to customers, partners and internal staff through troubleshooting and diagnosis
  • Make use of phone and remote access tools appropriately
  • Maintain team goals and objectives
  • Work as part of a team to progress customer cases
  • Ensure customer communication is timely, maintained and appropriate
  • To participate in and promote the creation and consumption of knowledge
  • Follow support processes
  • Continually build and maintain your own technical expertise to support customers and self-develop
  • Participate in focus activities as required - such as backlog reduction


QUALIFICATIONS:

  • BS / BA Degree in IT, information systems or related field or equivalent work experience
  • 3+ years of experience with Windows Server (2012 and forward) and Desktop administration (Win7 and forward)
  • 3+ years of experience with Active Directory, Group Policy, and User Profiles
  • 3+ years of experience in IT with an emphasis on customer support
  • Citrix and VMWare product knowledge a major plus
  • Strong technical troubleshooting skills
  • Excellent interpersonal and communication skills
  • Confident user of Microsoft Windows and common applications (Word, Excel etc.)
  • Understanding of Database and Server Technologies
  • Understanding of internet and network technologies
  • Excellent time management, multi-tasking and organizational skills
  • Self-motivated to develop technically
  • Ability to cope and work under pressure
  • Able to adapt quickly to change
  • Flexible and open approach
  • Must be able to work well with others as part of a team but at the same time able to work independently
  • Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA) preferred
  • CompTIA A+ / CompTIA Network+ preferred
  • Some exposure to Mac or Linux
  • SQL and IIS experience
  • Technical blogging, knowledge article creation, forum contribution or web site creation