Senior Technical Support Engineer
| Company | Lakeside Software |
|---|---|
| Location | Ann Arbor, MI, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 8 – 12 years in IT support, Managed Service providers or Proprietary Software Support
- At least 2 years of experience with SysTrack; additional experience with SysTrack or other agent-based environments is a plus
- Demonstrated ability to read and interpret C++ or C# code to diagnose issues, understand functionality, and contribute to technical discussions
- Advanced Windows knowledge to include Windows Servers, Workstations, and Active Directory
- Advanced Network infrastructure experience (e.g., switches, routers, firewalls)
- Experience with troubleshooting Software application installation, testing and architecture issues
- Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration
- Working knowledge of & experience with Mac/Linux Operating Systems
- Linux command line troubleshooting
- Working knowledge of DNS, DHCP, AD, Group Policy
- Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services)
- SQL query writing skills
- Experience in large scale (500+ users/devices) IT Data Center Support
- Experience handling Enterprise-size customers
- System hardware troubleshooting experience
- Working knowledge of ITSM tools
Responsibilities
- Accurately triaging and prioritizing customer issues
- Following standard processes for proper escalation of unresolved issues to appropriate internal teams
- Meeting and/or exceeding assigned Technical Support metrics and targets
- Instilling trust and deescalating customer issues when appropriate by determining workarounds, next steps and talking customers through a series of actions they need to take to resolve an issue
- Prioritizing and manage several open issues at one time
- Providing prompt and accurate feedback to customers
- Accurately and promptly documenting actions taken on issues into the system log
- Documenting technical knowledge in the form of knowledge articles
- Explaining technical solutions and setting expectations on outcomes
- Serving as a strong team player and collaborating, as appropriate, with our cross functional teams
Preferred Qualifications
- Additional experience with SysTrack or other agent-based environments is a plus