Support Engineer

Technical Support Rochester, New York Remote


Position at J2 Cloud Services

OffsiteDataSync is looking for a customer service oriented Support Engineer to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and the initial contact for 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.




         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


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



         Experience providing customer support in a technical capacity

         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

         A.S. / B.S. in Software Engineering or a related degree

         Excellent verbal and written communication skills


Physical Requirements

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Offsite Data Sync is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Offsite Data Sync will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.