Support Engineer - MA

TECH5 USA, Inc.•Boston, MA

5d•$62,000 - $82,000•Remote

About The Position

As a remote Support Engineer, you are responsible for deploying, managing, and supporting customer production systems for TECH5 USA’s legacy on-premises and new Software-as-a-Service (SaaS) product offerings, including AWS GovCloud environments and user systems located at customer sites. The servers and user station hardware for both the SaaS and legacy customers require personnel in this job to have knowledge and experience with installing and supporting personal computer systems, printers, peripheral connections, and installation and troubleshooting of software. While the position is full-time remote, team structure and customer distribution require the person filling this position to be physically located within the State of Massachusetts as occasional customer site visits may be necessary.

Requirements

Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience.
Practical hands-on experience with building and troubleshooting personal computers and peripherals.
A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management.
A minimum of one year of demonstrated client-server system experience.
Understanding of basic networking concepts and the ability to troubleshoot connectivity issues.
Fluent English skills, written and verbal, are required.
Advanced knowledge of PC computing and general IT system management skills.
Exhibits meticulous attention to detail and is committed to producing accurate and high-quality work.
Excellent time management, organizational and problem-solving skills.
Ability to lift and move up to 50-lbs.
Must be physically located within the State of Massachusetts.
Must be currently eligible to work full-time in the United States.
Must be able to pass enhanced criminal and background checks.

Nice To Haves

Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus.
Familiarity with Salesforce is helpful, experience with Zendesk and JIRA is highly desirable.
Knowledge and experience of DevOps or cloud environment support is highly desirable.
Skills with automation and scripting (BASH, Python, Go, others) are desirable.
Able to interpret and explain technical systems to non-technical audiences.
Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted.

Responsibilities

Communicates with internal teams and customers to plan and review implementation status.
Monitors logging and alerting systems to ensure high-availability and reliability.
Installs and configures TECH5-provided hardware and software and provides instruction and assistance to contracted support personnel tasked with installation and configuration.
Contributes to the development of processes and templates for customer project implementation.
Interfaces with the Project Implementation team in deployment, documentation, repair, and troubleshooting of systems.
Ensures project data including installation and configuration, remote connection and contact data is shared with other members of the Technical Support team.
Submits to and passes enhanced criminal and background checks conducted by individual customers utilizing their requirements to be cleared.
Receives and proactively responds to customer support requests during work and/or on-call assignment hours through channels including email, helpdesk ticketing system and phone calls.
Completes annual security training and adheres to TECH5 USA’s security policies and procedures; notifies IT with any suspicious emails or other activity.
Uses remote support tools and knowledge to assist in resolving customer hardware issues.
Reproduces reported issues and identifies solutions.
Reports product and service defects and suggests appropriate action to engineering and management using internal procedures.
Assists engineering and quality assurance teams in executing test cases and providing output through appropriate channels, when assigned by manager.
Updates information such as asset management to correctly reflect customer deployment status.
Performs other duties associated with this position as assigned.