Senior Support Engineer

Technical Support Columbus, Ohio Remote New York, New York


Description

Position at j2 Cloud Services

Senior Support Engineer

OffsiteDataSync is looking for an experienced customer service oriented Senior Support Engineer to provide technical support to users in an efficient and accurate manner. The ideal candidate will have at least 2 years of technical customer support experience.  You will be considered as the firm’s point of escalation for support engineers regarding customer related issues. You will solve basic technical problems and provide support for all assigned areas, as well as assigned projects that will be critical towards the growth of the company. This position provides and is designed for professional growth within the organization

Responsibilities:

 

  • Research, resolve, respond to, and document end user inquiries; and escalate or reassign issues and problems as needed to appropriate resource for resolution
  • As needed, engage directly with the customers in identification of the issues and in reaching the solution
  • Monitor application performance
  • Identify and proactively communicate with product development and delivery ensuring the needs of the customer are met
  • Participate in and manage application oriented projects. Oversee project phases and ensure timely completion of projects
  • Serve as a mentor for other support engineers in the team

 

Key Qualities Include:

 

  • Adaptability and willingness to learn
  • Strong analytical troubleshooting and problem-solving
  • Strong client-facing and communication skills
  • Detail-oriented with excellent verbal/written communication skills; active listener
  • Capable of meeting or exceeding assigned deadlines
  • Responsible, self-motivated, professional, energetic
  • Excellent work ethic and ability to perform independently and within a team-based environment

 

Qualifications:

 

  • 2 years of direct customer support experience in a high-paced technical environment.
  • Associated degree or equivalent education and/or work experience preferred
  • Experience providing customer support is a plus
  • Familiarity with VMware, Hyper-V, Windows Server 2008 R2/2012 R2, , Linux, Veeam Backup & Replication, and back-up technologies a plus
  • Experience with troubleshooting network connectivity issues
  • Strong written and verbal communication skills
  • Desire to work in a team-oriented/collaborative environment
  • Demonstrated ability to perform well as a self-starter
  • Demonstrated ability to prioritize workload, and adapt to new processes and procedures quickly
  • Demonstrated history of having a strong customer focus, including experience working with customers directly, and prioritizing customer needs
  • Demonstrated experience working to a self-determined deadline and in customer outage situations
  • Demonstrated experience of troubleshooting and problem solving with limited information and ambiguous details
  • Ability to convey technical issues and material to non-technical audience
  • S. / B.S. in Software Engineering or a related degree
  • Excellent verbal and written communication skills

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