Senior Technical Support Engineer

Lakeside Software•Ann Arbor, MI

About The Position

As a Senior Technical Support Engineer, you must have a broad technical background and excellent customer management skills. You should possess exceptional troubleshooting abilities, including deciphering technical software output logs, analysing installation logs, investigating databases, and troubleshooting issues across Windows, Mac, and Linux environments, as well as networking. In this role, you will be responsible for answering technical support calls, diagnosing and resolving issues, reporting bugs, testing newly developed software, collaborating cross-functionally on client technical challenges, and customising software tools to meet client needs. To succeed, you must be self-motivated, curious, and resourceful in solving complex technical problems.

Requirements

8 - 12 years in IT support, Managed Service providers or Proprietary Software Support
At least 2 years of experience with SysTrack; additional experience with SysTrack or other agent-based environments is a plus.
Demonstrated ability to read and interpret C++ or C# code to diagnose issues, understand functionality, and contribute to technical discussions
Advanced Windows knowledge to include Windows Servers, Workstations, and Active Directory
Advanced Network infrastructure experience (e.g., switches, routers, firewalls)
Experience with troubleshooting Software application installation, testing and architecture issues
Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration
Working Knowledge of & experience with Mac/Linux Operating Systems
Linux command line troubleshooting
Working Knowledge of DNS, DHCP, AD, Group Policy
Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services)
SQL query writing skills
Experience in large scale (500+ users/devices) IT Datacenter Support
Experience handling Enterprise-size customers
System hardware troubleshooting experience
Working knowledge of ITSM tools

Nice To Haves

At least 2 years of experience with SysTrack; additional experience with SysTrack or other agent-based environments is a plus.

Responsibilities

Ability to accurately triage and prioritize customer issues
Ability to follow standard processes for proper escalation of unresolved issues to appropriate internal teams
Meeting and/or exceeding assigned Technical Support metrics and targets
Ability to instill trust and to deescalate customer issues when appropriate by determining workarounds, next steps and talking customers through a series of actions they need to take to resolve an issue
Ability to prioritize and manage several open issues at one time
Provide prompt and accurate feedback to customers.
Accurately and promptly document actions taken on issues into the system log
Document technical knowledge in the form of knowledge articles
Excellent communication skills with the ability to explain technical solutions and set expectations on outcomes
Serve as a strong team player and collaborating, as appropriate, with our cross functional teams