Technical Support Engineer- #26-24315

US Tech Solutions, Inc.

Plano, TX, United States

9 days ago

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Role details

Contract type

Temporary contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Compensation

$41,600.0 - $52,000.0

Working hours

Regular working hours

Job source

dejobs.org

Tech stack

Microsoft Windows ActiveSync Apple IOS Software Bug Management Mobile Application Development Data Link Domain Name System (DNS) Message Transfer Agent Internet Message Access Protocols Virtual Private Networks (VPN) Lightweight Directory Access Protocols (LDAP) Simple Mail Transfer Protocols

+11 more

Meter Data Management (Flow Meters) Airwatch TCP/IP Wide Area Networks Wi-Fi Technology Data Logging Mobileiron Office365 Tablet Computers Microsoft InTune Transport Protocols

Job description

Provide comprehensive technical support for IT and mobile products, specializing in the Knox product suite, including, * Provide Hardware support for Windows PCs and Chromebooks.
Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results.
Deliver multi-channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems.Maintain end-to-end ownership of all assigned cases, ensuring a seamless resolution process from initial contact to closure.
Ensure meticulous documentation by logging and tracking all customer interactions and technical issues within the Knox Technical Support console.
Drive operational efficiency by striving for first-call resolution (FCR) to minimize customer effort and ensure timely follow-ups on all pending inquiries.
Manage customer experiences with professional composure, particularly when resolving inquiries from dissatisfied clients to ensure a positive outcome.
Act as a primary communication link, informing customers directly regarding bug fixes, new feature enhancements, and general product updates.
Serve as the primary interface between enterprise customers and internal technical teams.
Execute escalation protocols by routing complex technical problems to Level 3 (L3) advanced support teams according to defined procedures.
Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to the relevant internal stakeholders.
Provide technical support and troubleshooting for the following Knox Products

Requirements

Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity., * Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune)
Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC)
Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)
Understanding of emerging technologies, standards, and best practices for mobile development.
Thorough knowledge and experience in different mobile development platforms including (Blackberry, iOS, Android, et al).
Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
Understanding of basic mobile email message flow.
Must be comfortable working in stressful situations and navigating the organization effectively.
Strong written, verbal and written communication skills., * High School diploma. Associate Technical degree preferred with 2 year of technical support experience is required. Prior experience in a telecommunications environment, with specific focus on mobile device services and support (smartphones and tablets) is preferred