Technical Engineer II
About The Position
This role is vital to our organization's mission and growth, and if selected, you'll work on the following challenging and interesting projects: Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues. Provide desktop and application support to our customers in on-prem and hosted environments Research and analyze issues to ensure successful outcomes Identify technology solutions based on analysis of customer support needs. Work alongside different project teams to make sure that all customer installs and upgrade projects are being completed correctly and timely Produce, maintain, and update technical documentation Contribute to all customer support tools and support processes Create tickets for clients using Service Desk software for all incoming phone calls and emails; escalate to higher tier support, when necessary Participate in a team on-call rotation while providing 24/7/365 technical support Develop a comprehensive understanding of software applications and pharmacy/nursing use-cases We believe in harnessing diverse talents and perspectives, and if you believe you have what it takes to excel in this role, we want to hear from you. We look forward to reviewing your application if you have the following qualifications and experience:
Requirements
- Bachelor's degree or equivalent in Computer Science, Information Systems or any other related field
- 2-3+ years of experience in a related IT role
- 2-3+ years of experience with SQL and/or Powershell; experience in other programming languages is a plus, but not required
- Professional IT experience which includes: VMware, Windows Servers, Active Directory, Exchange, DNS, Microsoft Office, TCP/IP network support, SonicWall, VPN Protocols
- Strong analytical and problem-solving skills, with proven ownership of projects and getting issues resolved
- Strong verbal and written communication across different teams both internally and to clients
- Ability to work well with other team members
- Excellent customer service skills and ability to build relationships
Nice To Haves
- Certifications such as A+, MCSE, MCTS, MCITP, CNE, CCNA are a plus but not required
Responsibilities
- Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues.
- Provide desktop and application support to our customers in on-prem and hosted environments
- Research and analyze issues to ensure successful outcomes
- Identify technology solutions based on analysis of customer support needs.
- Work alongside different project teams to make sure that all customer installs and upgrade projects are being completed correctly and timely
- Produce, maintain, and update technical documentation
- Contribute to all customer support tools and support processes
- Create tickets for clients using Service Desk software for all incoming phone calls and emails; escalate to higher tier support, when necessary
- Participate in a team on-call rotation while providing 24/7/365 technical support
- Develop a comprehensive understanding of software applications and pharmacy/nursing use-cases
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
