Empleos de it engineer en Remote

This is a remote position.

• Provide direct service for IT networks and customer service to users inside and outside the company
  
• Work closely with the pooled team of engineers to answer questions and escalate to teams as needed
  
• Work within our Autotask ticketing system to create detailed work logs and technical documentation
  
• Escalate issues to designated Tiers as needed, as well as setting customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom)
  
• Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
  
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments
  
• Proven ability to resolve escalated customer problems utilizing appropriate internal and external resources
  
• Demonstrated ability to work independently as part of a larger team
  
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues
  
• May need to work flexible hours to meet customer needs and escalations
  
• Available to work at designated shifts aligned with the customer