What are the responsibilities and job description for the Technical Support Engineer position at Tek Experts?
We`re seeking a Technical Support Engineer with a passion for problem-solving to provide world-class technical support to our commercial and enterprise clients, with a focus on cloud infrastructure. This role is part of an experienced and highly collaborative technical team that supports multiple products including networking, virtualization, app development, authentication, backup, and recovery. You’ll build relationships with clients and customers, serving as the expert medium and large companies turn to for solutions to intermediate and complex problems.
Driving exceptional outcomes with purpose-built solutions.
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
Tek Experts provides medical, dental and vision options for each employee.
- The salary range for Colorado residents is $23.27/hr. plus a quarterly bonus based on quality and productivity. Pay is based on several factors including, but not limited to, education, work experience, certifications, etc.
- Medical, dental, and vision benefits, legal coverage benefits, Employee Assistance Program, and pet insurance
- Recurring bonus opportunities for performance and referrals
- Opportunities to earn industry-recognized certifications in more than 1,500 courses
- A culture dedicated to promoting from within
Tek Experts is part of TeKnowledge – where innovation meets purpose. We’re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
Tek Experts is part of TeKnowledge – where innovation meets purpose. We’re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
Responsibilities
This role will:
- Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
- Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps.
- Escalate complex or atypical cases to higher-level technical support as needed.
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
Qualifications
In this role:
- Proven work experience with technical/IT or technical proficiency is required.
- Passion for solving complex technical issues.
- Customer-centered individual who takes initiative and exceeds expectations.
Salary : $23
