Technical Support Engineer (On-Site)

Are you a natural problem-solver with a passion for helping others overcome technical challenges? Do you thrive in a fast-paced environment where your expertise makes a real difference for customers? If so, we want you to join our team as a Technical Support Engineer!

As a Technical Support Engineer, you will be the go-to expert for our enterprise-level customers, providing exceptional support for their software and hardware needs. You will leverage your technical skills and customer-centric approach to diagnose, troubleshoot, and resolve a wide range of issues, ensuring our clients can operate smoothly and efficiently. This is an on-site position where you will be an integral part of our support team.

What You'll Do:

• Take full ownership of customer-reported issues, from initial contact to successful resolution.
• Thoroughly research, diagnose, and troubleshoot software and hardware problems to identify root causes and effective solutions.
• Follow established procedures for escalating complex or unresolved issues to the appropriate internal teams.
• Provide comprehensive support for software and hardware issues, including account setup and network configuration.
• Engage with customers using targeted questions to quickly and accurately understand the nature of their technical challenges.
• Meticulously track and document computer system issues through to resolution within agreed-upon service level agreements.
• Guide clients through step-by-step troubleshooting actions via phone, email, or chat, empowering them to resolve technical issues.
• Promptly and accurately escalate unresolved issues to relevant internal teams, such as software developers.
• Deliver timely and accurate feedback to customers throughout the support process.
• Utilize internal knowledge bases and external resources to provide effective and accurate technical solutions.
• Ensure all support interactions and resolutions are properly logged and documented.
• Effectively prioritize and manage multiple open issues concurrently, maintaining clear communication with customers.
• Proactively follow up with clients to confirm the full functionality of their IT systems post-resolution.
• Contribute to the creation and maintenance of technical documentation, including notes and manuals.
• Cultivate positive and professional relationships with our valued clients.

Do you have experience in Research?, * Proven work experience in a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.

• Hands-on experience with Windows, Linux, and/or Mac OS environments.
• Solid understanding of computer systems, mobile devices, and other technology products.
• Demonstrated ability to diagnose and troubleshoot fundamental technical issues.
• Familiarity with remote desktop applications and help desk software.
• Exceptional problem-solving and analytical skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences.
• Ability to provide clear, step-by-step technical assistance through various communication channels.
• Additional certifications in Microsoft, Linux, Cisco, or related technologies are a significant plus.

If you are a dedicated and resourceful technical professional who enjoys making a positive impact on customers' experiences, we encourage you to apply! This on-site role offers an exciting opportunity to contribute your expertise to a dynamic and growing organization.

FRANTIC is a progressive, full-service IT partner that prides itself on providing businesses with world-class, flat-rate managed technology services that help drive growth and increase operational efficiencies. We help businesses grow and flourish through technology. We provide the support, planning, and services that are required to achieve success. At Frantic, we possess intense expertise and the essential resources to engineer, craft, and oversee the relentlessly available and fiercely secure technology platform your business requires! We're not your typical, run-of-the-mill IT company. We'll address how leveraging technology can help bring your IT blueprint to life. With decades of combined experience across all facets of technology, we're ready to provide the white-glove service that you deserve.