The Technical Support Engineer provides advanced technical support to customers, ensuring the resolution of complex technical issues related to internal Ops Log issues, Parsing, API, Power BI or hardware, software, and network systems. This role involves troubleshooting, diagnostics, and providing solutions to enhance the overall customer experience. The Technical Support Engineer also collaborates with other IT/Dev professionals and internal teams to develop solutions and improve service delivery.
Responsibilities
- Advanced Technical Support:
- Respond to and resolve customer inquiries and technical issues via phone, email, or conference calls.
- Troubleshoot and diagnose complex hardware, software, and network problems.
- Provide solutions and workarounds for technical issues, ensuring minimal disruption to customer operations.
- Escalate unresolved issues to higher-level support or specialized teams when necessary.
- System Alerts and Ops Log Management:
- Monitor system performance and ensure optimal operation including Ops Log, Parsing/No CDCs and Transmissions
- Manage Freshdesk case volumes per policy .
- Responsible for parsing errors, audits and No CDC;s
- Customer Engagement and Communication:
- Maintain clear and effective communication with customers to understand their technical needs and issues.
- Provide timely updates and follow-ups to customers regarding the status of their issues.
- Document customer interactions, issues, and resolutions for future reference.
- Develop and maintain technical documentation and user guides.
- Collaboration and Team Support:
- Work closely with other technical support engineers and IT teams to resolve complex issues.
- Collaborate with development and QA teams to identify and resolve software bugs and improve product quality.
- Participate in team meetings and contribute to the continuous improvement of support processes and procedures.
- Training and Knowledge Sharing:
- Train and mentor other technical support staff.
- Share knowledge and best practices with the support team to enhance overall technical expertise.
Requirements
- Education:
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred
- Experience:
- Minimum of 3-5 years of experience in technical support, IT support, or a related role.
- Experience in troubleshooting and resolving complex technical issues.
- Technical Skills:
- Proficiency in operating systems (Windows, macOS, Linux).
- In-depth knowledge of networking protocols, hardware components, and software applications.
- Experience with remote support tools and help desk software.
- Familiarity with scripting and automation tools (e.g., PowerShell, C+, Python, Bash).
- Soft Skills:
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively within a team.
- High level of patience and customer-oriented approach.
- Physical Requirements/ Working Conditions:
- Ability to sit at a desk and computer screen 90% of the shift and answer/talk on the phone Willingness to work flexible hours, including evenings and weekends, if required ability to work On Call rotation (week long rotation)
- Work is typically performed in an office environment
- May require working under pressure during system outages or critical issues.
Benefits
Life at Irth
· Join a dynamic, growing company that is well respected in its industry.
· Competitive salary
· Health plan options include medical, dental, & vision
· 401k + company match
· Flexible PTO policy plus company-paid holidays
· Benefits include life insurance, pet insurance, discounts and perks programs
· Generous one-time “work from home” stipend to get you started
· Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings
· Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office
