About the role

Technical Services Engineer providing remote customer support for software, hardware, networks, and cloud infrastructure. Maintaining hosted environments, documentation, incident resolution, and customer training.

Responsibilities

Provide first-line support for software, hardware, infrastructure, incidents, and service requests
Perform initial testing, task allocation, research, troubleshooting, and resolution of primary incidents
Gather information through client conversations, support tools, and service resources
Escalate issues beyond scope to senior service resources and IT System Architects
Collaborate with experts, vendors, specialists, and customer IT personnel
Create self-service articles, update requests, and check request status
Perform desktop support, IT administration, and network administration
Recommend, acquire, and deploy hardware for staff
Build, monitor, and maintain server infrastructure in third-party cloud environments
Provision backup and disaster recovery services for hosted client environments
Maintain comprehensive software and hardware issue records in the CRM
Document time entries accurately to support customer invoicing
Develop customer-facing guides, internal guides, checklists, installation, and deployment documentation
Create and forward purchase orders for recommended hardware purchases
Create and forward work orders for billable engagements
Manage support and billable requests received through meetings, email, chat, and telephone
Resolve technical issues remotely and provide technical documentation for common problems
Train new customers on software applications, maintenance, deployment, infrastructure, and platform use
Provide peer-to-peer training to develop subject matter experts