Technical Support Tier 2 Engineer

Company: Sevita
Location: Fontana
Posted on: May 9, 2022

Job Description:

Axcient is a global IT company headquartered in Denver, Colorado. Axcient delivers essential business continuity and disaster recovery (BCDR) solutions that are easy for Managed Service Providers (MSPs) to deploy and manage. The rise of cybersecurity threats like phishing and ransomware have made BCDR solutions more important than ever to safeguard data and keep companies secure and productive. MSPs rely on Axcient to address these complex challenges with BCDR solutions that are simple, comprehensive, and profitable. Today, join our amazing team that is dedicated to a big idea - Curing Data Loss! Our Core Values: Take it, Own it Take action and be accountable Be Agile Prioritize, execute, evaluate, and iterate Reject Mediocrity Dont accept average results Do the Right Thing Act with integrity Team to Win Commit to collaborate Summary As a Technical Support Tier 2 Engineer, you will provide phone and email technical support to Axcient partners for the x360Sync platform. The x360Sync Technical Support Tier Engineer performs troubleshooting and information gathering to identify the need of the partner, then provides the solution or routes the request appropriately to resolve the issue. Key Responsibilities Partner Technical Assistance: Provides technical support to partners by answering phone and/or email requests, troubleshooting and identification of technical problems/challenges, correcting x360Sync issues by researching technical documentation. Provides answers to partners, guiding partner through corrective steps either through verbal instructions and/or remote access. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced senior engineer. Escalation: Supports the Tier 1 Engineers by providing guidance and assistance where needed, education, and acting as a point of escalation for Tier 1 Engineers. Documentation: Improves partner references by writing and maintaining knowledgebase articles. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to the final resolution Training: Identify and learn appropriate software and hardware used and supported by the organization. Updates job knowledge by participating in educational opportunities; maintaining personal networks. Compliance: Avoids legal challenges by monitoring compliance with SLAs and HIPAA regulations. Other Duties as Assigned Who You Are Experience required troubleshooting the following environments: Windows Operating Systems (Server & Workstation), OSX, Android, iOS Flexible, adaptable, focused, and positive in a constantly changing environment Identifies problems; involves others in seeking innovative, simplified solutions; conducts analysis; searches for best solutions with the partner and Axcient in mind Quickly and effectively analyzes, solves, or escalates partners issues with a high level of professionalism. Able to think critically and under pressure. Able to provide both good verbal and written communication with partners and team members Investigate/resolve/escalate technical issues from Tier 1 Engineers Proficient in the following skills: Problem Solving, Critical Thinking, Communication (verbal/written), Customer Service/Help Desk Support, Networking Preferred Skills: System Administration, Windows/Mac OSX Administration, Scripting, SQL, Advanced Networking and Firewall Configuration Comfortable in a remote (work from home) environment The estimated salary range for this position is $45,000 - $50,000 annually. Actual compensation may vary and will be based on a candidates qualifications, skills, and competencies. Benefits include: Medical, Dental and Vision Insurance (with an option for Axcient to pay 100% of your coverage) Life and Disability Insurance Flexible Spending Account and Health Saving Account Options 401K Flexible PTO Flex Friday (Every other Friday off) Flexible Work Location Tuition Reimbursement Company-Paid Online Learning And more! Check us out on Comparably! Please copy and paste the following URL: https://www.comparably.com/companies/axcient At Axcient, were more than the sum of our parts. We value our unique team members, and our company thrives when we support and celebrate our differences. Powered by JazzHR 4nVcB4CioWby Jobble

Keywords: Sevita, Fontana , Technical Support Tier 2 Engineer, IT / Software / Systems , Fontana, California