Technical Support Engineer
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Job Description
Technical Support Engineer supporting Intermedia’s cloud communications and collaboration technology. Troubleshooting customer issues, monitoring systems, and partnering with carriers, vendors, engineers, and developers.
Responsibilities:
- Provide Tier 2 and frontline direct support to designated Intermedia customer segments
- Troubleshoot difficult customer issues through final resolution to ensure customer satisfaction
- Work closely with carrier partners to ensure proper functioning of products and services
- Support team members through issue escalation, resolution, and training
- Maintain case ownership and resolve or escalate issues within 48 hours
- Answer phone calls, respond to emails, and handle internal escalations
- Diagnose and fix product problems or escalate them to appropriate internal or external parties
- Document, investigate, and resolve issues reported by customer-facing departments
- Maintain and improve technical support policies, procedures, and knowledge bases
- Share knowledge with coworkers and improve support processes
- Interface with vendors to gain knowledge and troubleshoot problems
- Collaborate with system engineers and developers on troubleshooting, fixes, workarounds, and specific projects
- Prepare outage and incident reports for production and back-office systems
- Monitor production systems
- Provide overtime and rotational off-hours on-call support as needed
- Work remotely via company VPN without interrupting customer experience
- Perform other duties as assigned
Requirements:
- Bachelor/Collegiate Degree or a minimum 3–4 years of experience in a technical support environment, preferably in a Contact Center
- Ability to assess customer-experience impacts and improve CSAT, NPS, and other customer feedback results
- Ability to manage competing priorities, make sound decisions, and act with urgency when assisting customers
- High aptitude in telephony, PBX phone systems, SIP, VoIP, and Fax
- Good working knowledge of networking, routers, firewalls, IP, and working with ISPs
- Knowledge of Windows OS and basic PC troubleshooting strongly desired
- Network certifications are a plus
- UNIX, LDAP, SQL, T1, T3, and ISDN knowledge is a plus
- Effective communication with employees and customers
- Ability to take on challenging problems
- Ability to transfer knowledge and improve support processes
- Excellent written and verbal communication skills
- Ability to create flowcharts and clearly define diagnostic steps in troubleshooting guides
- Must obtain and remain current on defined certifications for the role and assigned queues
Benefits:
- Equal opportunity employer committed to diversity and inclusion
- Reasonable accommodations for identified disabilities or other limitations as required by applicable laws
- Promotion from within
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