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Technical Support Desk Engineer
Ref No.: 18-00374
Location: St Petersburg, Florida

The Technical Support Engineer is responsible for providing support for all customers. This position is responsible for troubleshooting issues in many areas such as, mechanical, hardware and pneumatic failures, software issues, network analysis and user related questions. The Engineer must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve. The Technical Assistance Center provides technical support on a 24/7/365 basis.
The role will provide technical support for products installed throughout the customer base. The role will support calls via phone, e-mail, direct consultation and must assure prompt, courteous and professional service to our customers by effective communication, timely follow-up, technical expertise and adherence to department policies and standards. They will also need a clear understanding of when to escalate more complex and urgent issues.

Responsibilities:
Answer incoming support requests from internal/external sources to maintain acceptable service levels
Provide technical support for internal & external customers on multiple Products
Provide a pleasant and professional customer experience with all customers
Accurate documentation of the product issue, troubleshooting steps, and all customer interactions
Provide a timely response to all customer calls and/or escalations
Troubleshoot technical issues and identify root cause and solve issues, quickly determine more complex issues and escalate as needed
Follow all company processes, policies, and customer requirements
Educate customers as necessary to allow them to support themselves or resolve their issues
Utilize the department's knowledge base to determine proper troubleshooting course of action
Guide customers through manual resolutions when necessary
Provide remote connectivity support via any of the available methods
Manage assigned tickets, providing timely updates and/or resolution to meet the customers' expectations
Utilize all commonly provided tools necessary to accurately support the issue
Collaborate with other team members to assist with a timely resolution
Identify new problems and contribute information necessary to document resolutions
Proactively identify trends at customer sites with respect to hardware and software that can lead to problems
Strive to meet individual, departmental and company goals & objectives
Provide database support services, gathering & analyzing statistical data to determine root cause
Knowledge and Skills:
Competency in Microsoft Office & Operating Systems
Basic understanding of computer hardware troubleshooting
Ability to maintain calm, professional demeanor when under pressure
Ability to multitask and manage a large workload
Ability to troubleshoot mechanical, electrical and pneumatic equipment
Excellent verbal & written communication skills
Strong organization skills
Basic Qualifications:
Associate's degree
2+ years of work experience in a technical support role with direct customer contact
2+ years of work experience in troubleshooting computer hardware, software, and electro-mechanical issues (hard drives, PC boards, electronics, wiring, electrical mechanic components, etc.)
Preferred Qualifications
Degree in Electronics or Electro-Mechanical concentration preferred
Previous experience using CRM or other customer service logging applications
SQL & Oracle database query experience