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Technical Support
21217 Baltimore, Maryland
Koniag Government Services
Posted 1 day ago
Job Viewed
Job Description
**Technical Support**
**Tuknik Government Solutions** , a Koniag Government Services Company, is seeking an experienced **Technical Support** analyst to support TGS and our government customer in Baltimore, MD.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
**Job Overview:**
Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software.
**Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned):**
+ Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment.
+ Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue.
+ Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications.
+ Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues.
+ Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
+ Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate.
+ Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
+ Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
**Work Experience, Knowledge, Skills & Abilities:**
+ To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
+ The requirements listed below are representative of the knowledge, skill and ability required.
+ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ High School Diploma and/or related advanced training.
+ At least 2 years of experience in desktop and computer peripheral installation and assistance.
**Abilities:**
+ Ability to organize, prioritize and meet deadlines
+ Excellent critical thinking skills
+ Strong self-starter requiring minimal supervision
+ Strong problem-solving skills
+ Strong verbal communication to effectively express concepts, plans, and proposal
**Our Equal Employment Opportunity Policy**
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Mgmt.-Customer Technical Support**
**Pay Type** **Hourly**
**Tuknik Government Solutions** , a Koniag Government Services Company, is seeking an experienced **Technical Support** analyst to support TGS and our government customer in Baltimore, MD.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
**Job Overview:**
Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software.
**Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned):**
+ Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment.
+ Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue.
+ Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications.
+ Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues.
+ Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
+ Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate.
+ Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
+ Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
**Work Experience, Knowledge, Skills & Abilities:**
+ To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
+ The requirements listed below are representative of the knowledge, skill and ability required.
+ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ High School Diploma and/or related advanced training.
+ At least 2 years of experience in desktop and computer peripheral installation and assistance.
**Abilities:**
+ Ability to organize, prioritize and meet deadlines
+ Excellent critical thinking skills
+ Strong self-starter requiring minimal supervision
+ Strong problem-solving skills
+ Strong verbal communication to effectively express concepts, plans, and proposal
**Our Equal Employment Opportunity Policy**
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Mgmt.-Customer Technical Support**
**Pay Type** **Hourly**
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0
Technical Support Specialist
21201 Baltimore, Maryland
$55000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is looking for a proficient and customer-focused Technical Support Specialist to join their team in Baltimore, Maryland, US . This hybrid role is vital for providing exceptional technical assistance to our user base, resolving hardware, software, and network-related issues efficiently and effectively. You will be responsible for troubleshooting complex technical problems, guiding users through step-by-step solutions, and documenting support activities. The ideal candidate will have a strong understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts. Excellent communication and interpersonal skills are essential for explaining technical information to non-technical users. You will manage support tickets, prioritize issues based on urgency, and escalate unresolved problems to appropriate teams. Experience with remote support tools and a proven ability to diagnose and resolve a wide range of technical challenges are required. Responsibilities include installing, configuring, and maintaining computer hardware and software, as well as educating users on best practices for IT security and system usage. This hybrid position offers a blend of in-office collaboration and remote work flexibility, fostering both team engagement and individual autonomy. We are seeking a proactive problem-solver with a passion for technology and a commitment to delivering outstanding customer service. A minimum of 2-3 years of experience in a technical support role is preferred. Join a supportive environment where your technical expertise and dedication to user satisfaction are highly valued.
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1
Senior Technical Support Engineer
21201 Baltimore, Maryland
$85000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Engineer to join their global team. This role is instrumental in providing advanced technical assistance and troubleshooting for complex software and hardware issues. You will be the primary point of contact for escalated customer issues, diagnosing problems, and providing timely, effective solutions. This position is designed for a proactive problem-solver who thrives in a fast-paced, remote environment. Your expertise will be crucial in maintaining high levels of customer satisfaction and ensuring the reliability of our client's cutting-edge products. You will collaborate closely with development, QA, and product management teams to identify and resolve root causes of technical issues and contribute to product improvement.
Responsibilities:
Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat, addressing complex inquiries and issues.
- Diagnose, troubleshoot, and resolve software and hardware problems for enterprise-level clients.
- Escalate unresolved issues to appropriate engineering or development teams with detailed problem analysis.
- Document technical issues, solutions, and workarounds in a comprehensive knowledge base.
- Develop and maintain technical documentation, including FAQs, user guides, and troubleshooting articles.
- Analyze support trends and provide feedback to product and engineering teams for continuous improvement.
- Conduct remote training sessions for customers on product features and best practices.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Contribute to the development and enhancement of support tools and processes.
- Collaborate with QA teams to reproduce and resolve bugs reported by customers.
- Mentor junior support engineers, sharing knowledge and best practices.
- Proactively identify potential issues and recommend preventative measures.
- Stay current with product updates, new releases, and industry best practices.
- Manage customer expectations and ensure timely resolution of support tickets.
- Contribute to customer success initiatives by ensuring product usability and performance.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; equivalent practical experience will be considered.
- Minimum of 6 years of experience in technical support, helpdesk, or system administration roles.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Proven ability to troubleshoot complex technical issues across various hardware and software platforms.
- Excellent analytical, problem-solving, and diagnostic skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently and manage time effectively in a remote work environment.
- Proficiency in scripting languages (e.g., Python, PowerShell) is a significant plus.
- Experience supporting SaaS products or cloud-based services is highly desirable.
- Customer-focused mindset with a commitment to providing exceptional service.
- Ability to handle stressful situations and demanding customer interactions with professionalism.
- Demonstrated ability to learn new technologies quickly.
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2
Senior Technical Support Specialist
21201 Baltimore, Maryland
$60000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their dedicated support team. This role is integral to providing expert-level assistance and resolving complex technical issues for our user base. You will be responsible for diagnosing and troubleshooting hardware, software, and network problems, escalating issues as necessary, and documenting solutions. The ideal candidate will possess exceptional problem-solving abilities, deep technical knowledge across various platforms, and outstanding communication skills. This is an on-site position based in our Baltimore, Maryland, US office, requiring close collaboration with colleagues and direct user interaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support to end-users via phone, email, and in-person.
- Diagnose and resolve complex hardware, software, and network issues.
- Troubleshoot operating systems (Windows, macOS, Linux) and enterprise applications.
- Manage and resolve escalated support tickets within service level agreements (SLAs).
- Create and maintain technical documentation, knowledge base articles, and user guides.
- Install, configure, and maintain workstations, peripherals, and mobile devices.
- Assist with system upgrades, migrations, and deployments.
- Identify recurring technical issues and propose solutions to prevent future occurrences.
- Collaborate with IT infrastructure and development teams to resolve issues.
- Mentor junior support staff and share technical expertise.
- Contribute to improving support processes and customer satisfaction.
- Manage user accounts and permissions within various IT systems.
Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Minimum of 5 years of experience in technical support or IT helpdesk roles.
- Extensive knowledge of Windows and macOS operating systems.
- Proficiency in troubleshooting network connectivity, TCP/IP, DNS, and VPN.
- Experience with mobile device management (MDM) solutions.
- Familiarity with common business software and productivity suites.
- Strong analytical and problem-solving skills.
- Excellent communication, interpersonal, and customer service skills.
- Ability to explain technical concepts clearly to non-technical users.
- IT certifications (e.g., CompTIA A+, Network+, MCSE) are a plus.
- Must be able to work on-site in Baltimore, Maryland, US .
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3
Senior Technical Support Specialist
21201 Baltimore, Maryland
$65000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking an experienced and highly skilled Senior Technical Support Specialist to provide advanced troubleshooting and customer assistance for their innovative technology solutions. This fully remote position offers the opportunity to work from anywhere in the US, providing critical support to a global user base. The ideal candidate will possess a deep technical knowledge base, exceptional problem-solving abilities, and a commitment to delivering outstanding customer service. You will be responsible for diagnosing and resolving complex technical issues, guiding users through intricate software and hardware problems, and escalating issues to engineering teams when necessary. This role requires extensive experience with various operating systems, networking protocols, and enterprise-level software applications. You will also be involved in creating and maintaining technical documentation, knowledge base articles, and training materials to empower users and fellow support staff. The Senior Technical Support Specialist will contribute to the continuous improvement of support processes, identify trends in customer issues, and provide feedback to product development teams. Strong communication skills, both written and verbal, are essential for clearly explaining technical concepts to non-technical users and collaborating effectively with internal teams. This position demands a proactive approach to learning new technologies and staying ahead of industry advancements. A proven ability to manage multiple high-priority cases simultaneously and deliver timely resolutions in a fast-paced environment is key. Candidates should demonstrate a strong sense of ownership and a dedication to ensuring customer satisfaction. Experience with remote support tools and methodologies is highly valued. The ability to work independently and manage your own schedule effectively is crucial for success in this remote-first role.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support for software, hardware, and network issues.
- Diagnose and resolve complex customer-reported problems efficiently and effectively.
- Escalate unresolved issues to appropriate engineering or development teams.
- Create and maintain comprehensive technical documentation and knowledge base articles.
- Develop and deliver training materials for end-users and support staff.
- Analyze support trends and provide feedback to product development.
- Manage customer interactions with professionalism and empathy.
- Ensure timely resolution of support tickets and service requests.
- Collaborate with cross-functional teams to improve product and support quality.
- Stay current with technological advancements and company product updates.
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4
Senior Technical Support Engineer
21201 Baltimore, Maryland
$98000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a dynamic and rapidly growing technology firm, is seeking a highly proficient Senior Technical Support Engineer to join our dedicated team in Baltimore, Maryland, US . This role is crucial for ensuring our clients receive unparalleled technical assistance and optimal performance from our innovative software solutions. You will be responsible for diagnosing and resolving complex technical issues, providing in-depth troubleshooting, and delivering expert guidance to our diverse customer base. The ideal candidate will possess a strong foundation in IT support, network infrastructure, and enterprise-level software applications. Key responsibilities include managing support tickets, conducting root cause analysis for recurring problems, escalating issues when necessary, and documenting solutions for our knowledge base. You will also play a key role in identifying trends in support requests and providing feedback to our product development and engineering teams to drive improvements. Excellent communication and interpersonal skills are essential, as you will be interacting directly with customers, often under pressure, to ensure their satisfaction and maintain strong client relationships. A proactive approach to problem-solving, the ability to think critically, and a passion for technology are highly valued. This position requires a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, preferably in a senior capacity, is required. Certifications such as CompTIA A+, Network+, or similar are a strong asset. We are looking for an individual who is detail-oriented, patient, and committed to delivering exceptional customer service. Join our team and contribute to the success of our cutting-edge technology products.
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5
Technical Support Engineer II
21202 Baltimore, Maryland
$70000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm based in Baltimore, Maryland, US , is seeking a skilled and motivated Technical Support Engineer II. This role is critical in providing advanced technical assistance and problem resolution to our client's diverse customer base. You will be responsible for diagnosing complex technical issues, troubleshooting software and hardware problems, and ensuring customer satisfaction through timely and effective support. This position requires a strong understanding of IT infrastructure, network protocols, and various operating systems. You will work collaboratively with engineering and product teams to identify root causes of issues and contribute to product improvements. The ideal candidate possesses excellent analytical and problem-solving skills, combined with exceptional customer service abilities. You will be a key member of the support team, contributing to the knowledge base and mentoring junior support staff.
Responsibilities:
Responsibilities:
- Provide Tier 2 and Tier 3 technical support for software and hardware issues reported by customers.
- Diagnose and resolve complex technical problems, including system errors, connectivity issues, and application malfunctions.
- Troubleshoot issues across various platforms, including Windows, macOS, and Linux environments.
- Document all support interactions, resolutions, and customer feedback in the ticketing system.
- Collaborate with development and QA teams to escalate bugs and identify product enhancements.
- Create and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Assist in training and mentoring junior technical support staff.
- Monitor system performance and proactively identify potential issues.
- Manage customer expectations and communicate technical information clearly and concisely.
- Contribute to the continuous improvement of support processes and tools.
- Participate in on-call rotation as needed.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 3 years of experience in a technical support role, with a focus on software and hardware troubleshooting.
- Proficiency in diagnosing and resolving issues related to operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and cloud services.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Strong understanding of database concepts and SQL is desirable.
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional customer service orientation and communication skills.
- Ability to work effectively both independently and as part of a team.
- Familiarity with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
- Experience in a Baltimore, Maryland, US -based support role is preferred.
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6
Remote Senior Technical Support Specialist
21201 Baltimore, Maryland
$65000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a rapidly expanding software solutions provider, is seeking a highly skilled and experienced Senior Technical Support Specialist to join their dedicated, fully remote team. This role is crucial in providing advanced technical assistance and troubleshooting for complex software issues encountered by our client's diverse customer base. The ideal candidate will possess exceptional problem-solving abilities, in-depth knowledge of IT infrastructure and software applications, and a passion for delivering outstanding customer service. You will act as a primary point of escalation for challenging technical queries, contributing to customer satisfaction and retention.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex software-related issues via phone, email, and chat.
- Act as a subject matter expert and point of escalation for Tier 1 and Tier 2 support teams.
- Diagnose, research, and resolve intricate technical problems, identifying root causes and implementing effective solutions.
- Document technical solutions, create knowledge base articles, and maintain comprehensive support documentation.
- Collaborate with development and quality assurance teams to report bugs, track issues, and contribute to product improvements.
- Guide and mentor junior support staff, sharing knowledge and best practices.
- Manage customer inquiries and issues with a high degree of professionalism, empathy, and efficiency.
- Develop and deliver training materials for customers and internal support teams.
- Monitor system performance and identify potential issues before they impact users.
- Stay up-to-date with product updates, new features, and industry best practices.
- Contribute to the continuous improvement of support processes and tools.
- Analyze support trends and provide feedback to product management and engineering teams.
- Ensure all customer interactions are logged accurately and promptly in the CRM system.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, helpdesk operations, or a similar role, with a focus on software troubleshooting.
- In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
- Proven experience troubleshooting complex issues related to databases, APIs, or cloud-based platforms.
- Excellent analytical, diagnostic, and problem-solving skills.
- Strong verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Experience in creating and maintaining technical documentation and knowledge bases.
- Customer-centric mindset with a strong commitment to customer satisfaction.
- Previous experience as a technical lead or mentor is highly desirable.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
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7
Technical Support Specialist (Tier 2)
21201 Baltimore, Maryland
$55000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Technical Support Specialist (Tier 2) to join their dedicated support team in Baltimore, Maryland, US . This role is critical in resolving complex technical issues, providing in-depth troubleshooting, and ensuring a seamless user experience for our diverse client base. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a comprehensive understanding of IT systems and applications.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for hardware, software, and network issues escalated from Tier 1 support.
- Diagnose and resolve complex technical problems efficiently and effectively, documenting all solutions.
- Communicate technical information clearly and concisely to end-users with varying levels of technical expertise.
- Manage and maintain a queue of support tickets, prioritizing issues based on severity and impact.
- Collaborate with IT development and system administration teams to resolve escalated issues and implement permanent solutions.
- Develop and update knowledge base articles, FAQs, and troubleshooting guides.
- Participate in the testing and deployment of new software and hardware.
- Monitor system performance and identify potential issues proactively.
- Provide training and guidance to Tier 1 support staff.
- Adhere to service level agreements (SLAs) and company support policies.
- Contribute to the continuous improvement of support processes and procedures.
- Assist with user account management and system configurations as needed.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 3-5 years of experience in technical support or a similar IT role, with a focus on problem resolution.
- Strong knowledge of operating systems (Windows, macOS), common business applications, and network protocols.
- Experience with remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent diagnostic and analytical skills with a methodical approach to troubleshooting.
- Outstanding customer service and interpersonal skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Experience with specific enterprise software or hardware relevant to the client's industry is a plus.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified are beneficial.
- Demonstrated ability to work independently and as part of a team.
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8
Senior Technical Support Engineer (Remote)
21201 Baltimore, Maryland
$85000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Engineer to join their fully remote support team. This role is critical in providing advanced technical assistance to customers, resolving complex software and hardware issues, and ensuring a high level of customer satisfaction. The ideal candidate will possess extensive knowledge of troubleshooting methodologies, system diagnostics, and customer relationship management. Responsibilities include diagnosing and resolving intricate technical problems for a diverse customer base, escalating issues to engineering teams when necessary, and documenting solutions and troubleshooting steps thoroughly. You will be responsible for managing support tickets, prioritizing urgent issues, and ensuring timely resolution within service level agreements (SLAs). This role requires exceptional communication skills, both written and verbal, to effectively guide customers through technical solutions. The Senior Technical Support Engineer will also play a key role in identifying recurring issues, providing feedback to product development teams, and contributing to the creation of knowledge base articles and support documentation. Experience with remote support tools and a strong understanding of network infrastructure, operating systems (Windows, macOS, Linux), and common software applications are essential. This is a remote-first position, requiring a dedicated home office environment and the ability to work independently with minimal supervision. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, along with a minimum of 5 years of experience in a technical support role, with at least 2 years in a senior capacity. Industry certifications (e.g., CompTIA A+, Network+, CCNA) are a plus. If you are a problem-solver with a passion for technology and a commitment to delivering outstanding customer support in a remote setting, we encourage you to apply.
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9