Technical Support Engineer - Level 1

Park Place Technologies-posted about 1 year ago
Full-time • Entry Level
Cleveland, OH
Repair and Maintenance
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The Technical Support Engineer - Level 1 is responsible for managing customer service requests, ensuring effective resolution of issues through strong communication and collaboration with internal teams. This role requires a proactive approach to troubleshooting and problem-solving, with a focus on delivering exceptional customer service.

  • Act promptly on incoming calls, tickets, alerts, emails, or chats to resolve customer and partner issues.
  • Understand and explain technical and procedural concepts to both technical and non-technical audiences.
  • Troubleshoot complex problems, analyzing issues across a customer environment to provide effective solutions.
  • Provide timely updates, both written and verbal to our customers, internal teams, and partners.
  • Maintain punctual and reliable attendance.
  • Perform other duties as assigned.
  • Technical qualification in Computer Science, Technology, Engineering or proven experience in technical support or customer-facing roles.
  • Excellent verbal and written communication skills.
  • Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
  • Customer-focused and collaborative mindset with a passion for delivering exceptional service.
  • Troubleshooting and problem-solving skills, with the ability to analyze issues and provide effective solutions.
  • Ability to work independently and collaboratively within a team environment.
  • Fundamental understanding of IT infrastructure, including familiarity with firewalls, switches, routers, servers, or storage concepts.
  • Knowledge of operating systems (Windows, Linux, Unix) and scripting.
  • Windows server management/patching experience.
  • Experience working with hardware such as Dell PowerEdge, HP ProLiant, NetApp FAS, EMC Mid-Range, EMC Enterprise-Storage, IBM P Series.
  • A+
  • CCNA or Equivalent
  • ITIL foundation or higher
  • Microsoft/CompTIA
  • Azure Infrastructure
  • Similar technical or customer service certification
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