Technical Support Tier 2 Engineer
Company: Sevita
Location: Fontana
Posted on: May 9, 2022
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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
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