Technical Support Engineer

 

 

Technical Support Engineer

Job Type: Full Time – Non-Exempt
Location:  Raleigh, NC

At 6fusion, we are changing the landscape of IT economics. We operate in a fast-paced environment that’s both leading edge & exciting. We’re looking for individuals who have the entrepreneurial spirit and can help 6fusion achieve rapid growth in 2018 & beyond.

Career Description/Summary:
Description:

The Technical Support Engineer is the “voice of the company” as the initial recipient of incoming help desk issues. At the The Technical Support Engineer will analyze customer needs using critical thinking skills and expertise in IT to resolve customer issues and/or work with Sr. Engineers for escalation support. Throughout the resolution process the Technical Support Engineer will be the primary point of contact with the customer and provide timely updates and exceptional communication to ultimately ensure world-class customer service by being approachable and personable. The Technical Support Engineer also serves to support the higher-level Sr. Engineers and may be delegated special projects and assignments as determined by higher-level team members.

The Technical Support Engineer’s duties include but are not limited to:

  • Able to demonstrate leadership skills and take ownership of customer issues
  • Commitment, focus, and follow-through needed to see problems through to resolution
  • Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
  • Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction
  • Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers
  • Superb written communication skills to ensure proper recording of all customer interactions and closure of all presented issues
  • Great written communication skills needed to prepare accurate, clear, and timely reports
  • Commitment to documenting knowledge in the form of knowledge base tech notes and articles

Qualifications:

  • 1-2 years of hands-on experience
  • Familiarity with Linux/Unix (preferred)
  • Experience resolving common issues on desktop platforms including Mac OSx and Windows
  • Familiarity with remote support tools such as Zoom and TeamViewer
  • Familiarity with help desk ticketing systems such as Zendesk and JIRA Service Desk
  • Knowledge of basic networking concepts and network troubleshooting

Other Skills

  • Ability to manage multiple tasks and follow-through on assignments in a timely manner
  • Strong communicator
  • Strong critical thinking and troubleshooting abilities
  • Ability to work in a fast moving team environment

6fusion provides members of the sales team with:

  • Career Advancement Opportunities
  • Competitive salary
  • Quarterly performance incentives
  • Health insurance (Eligibility requirements must be met)

The Company:

6fusion is standardizing the economic measurement of IT infrastructure, bringing together a global marketplace for buyers and sellers of IT infrastructure. 6fusion enables organizations to normalize IT infrastructure usage data to get a clear view of utilization rates, consumption patterns, and cost efficiencies.

6fusion turns raw data into powerful supply chain intelligence by applying modern analytics technology and practices to deliver meaningful benchmarks, comparisons and KPI’s that bridge the gap between Finance and Operations to save organizations time and money, whether you are a buyer or seller.

If this opportunity matches your interest and profile please send your resume and cover letter to jobs@6fusion.com.
We thank all candidates for their interest, however, only those selected to continue in the hiring process will be contacted.

Learn more at www.6fusion.com.