Senior Technical Support Engineer - TS4

Senior Technical Support Engineer – TS4

Education and/or Experience: 
Graduation from college or technical school in relevant coursework or a minimum of five years experience in a customer support environment providing technical support remotely or in person.  The individual must have at least two experience troubleshooting enterprise software and Windows/Linux O/S installation, configuration and administration. 

Technical Skills:Systems administration skills on Windows OS.Experience troubleshooting/managing AD, SharePoint, MS Exchange or LDAP.Experience and understanding of the use of VB Scripts, batch files or Shell.Understanding/use of SQL databases such as MSSQL Server, Oracle or Postgres.Strong troubleshooting and analytical skills measured by the ability to solve complex technical issues with little or no guidance from others.

 

Communications Skills:Ability to read, analyze technical procedures. Clear, effective and timely oral and written communications.Ability to document solution steps in such a manner that customers can apply and resolve issues without additional assistance.Ability to communicate effectively with customers who may have a limited knowledge of NextLabs products.

 

Personal/Organizational Skills:Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach with adherence of the NextLabs standard support procedures.Self motivated and presents a positive attitude when dealing with customers and
co-workers documented from customer feedback and yearly reviews.Excellent organizational skills and interpersonal skills.Appropriately active participant in team meetingsAble to work independently and efficiently to meet deadlines.

 

Key Duties and Responsibilities: Performs daily operational administration duties and manages a personal caseload providing technical support via email, telephone and other electronic medium. Maintains thorough depth and breadth of NextLabs product knowledge.Participates in on call rotation carrying the after hours emergency support phone/pager.Creates knowledge articles for relevant cases and general issues for the NextLabs technical support knowledge base. Potential travel required to customer sites and product trade shows.Coordinates with/mentors junior support members to provide superior customer support. Tracks technical activities and processes within technical support to ensure customers are handled within defined NextLabs standards.Makes decisions on case escalations based on customer business situations.May also serve as point person on escalated issues.Development  and management of technical support toolsActs as a liaison between support team and senior management.Acts as a liaison between the customer and engineering team.Represents technical support as a customer advocate from a product support perspective to other departments.