Sr. Technical Support Engineer Job in Percept Web Solutions

Job brief:

The Senior Technical Support Engineer is responsible for providing business critical technical support for customers. In addition, the position requires frequent interaction with sales and customers to deliver complete, comprehensive solutions and constant software and process improvement.The role of Senior Technical Support Engineer will be as lead on complex technical installations and will support top-tier customer installations. In addition the Senior Technical Support Engineer with mentor, train and back up other engineers in the technical support department.

KeyResponsibilities:

Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, email and other support channels as required.

Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to technology use, design and configuration.

Provide prompt and accurate feedback to customers.

Effectively communicate complex technical issues to a broad range of customers and departments within Aegis, such as service management, sales, and quality assurance.

Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.

Take highly complex or sensitive issues elevated from Associate Technical Support Engineers and Technical Support Engineers as needed and directed by management.

Use approved protocol to communicate with engineers on the analysis of issues providing detail description of problems along with steps taken to analyze the problem.

Participate in regular support team meetings.

Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.

Prepare test systems for replication of user issues.

Required Experience:

Aminimum of 2 - 4 years providing enterprise level technical support experience.

Resourceful team player with strong interpersonal skills.

Result-oriented with strong problem-solving skills.

Strong written and verbal skills in the language of support for this position.

The ability to mentor and advise Associate Technical Support Engineers and Technical Support Engineers.

Required Education or Certifications:

A bachelor's degree in computer science, computer information systems or related experience.

Microsoft Certifications including those relevant to SMB such as 70-169 and up to MCITP.

Cisco Certifications including those relevant such as CCNA:Voice.

Vmware Certified Professional (VCP).

Other current certifications are considered a plus.

Salary is commensurate with education and experience.