Corporate Overview The Role Responsibilities:
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Responding to technical support ticket and providing remote support to customers
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Working with customers to find diagnose and resolve technical issues within specific response guidelines.
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Manage product escalations, function as a liaison between customers, and various levels of tiered support.
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Installing/Upgrading software related to this product area.
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Diagnosing and troubleshooting the ticket issues that can be related to software, networking, and hardware.
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Documenting work in the ticketing system (Salesforce experience preferred)
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Shift work may be required (hours may differ depending on customer demand and business need).
Requirements for the role:
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Previous work experience as a Technical Support Engineer or Desktop Support Engineer
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Previous work experience with at least one major cloud platform (AWS/Azure)
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Knowledge of hardware and networking systems
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Knowledge of operating systems, web services, Read Xml/Json files, and APIs
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Ability to troubleshoot complex software and hardware issues.
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Excellent communication skills (verbal and writing)
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Fast thinker
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Technical diagnostic skills
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Good people skills
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Experience with at least one from each of the following categories:
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Bachelor's degree in computer science or information technology
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Expert in Mac and Windows
Proofpoint
