Staff4Me is seeking a Technical Support Engineer Tier II to join our dynamic support team. As a Tier II engineer, you will handle complex technical issues and provide expert guidance to our customers, ensuring they receive high-quality support. You will work closely with both customers and Tier I engineers, playing a crucial role in maintaining customer satisfaction and product reliability.
Responsibilities
- Address escalated technical issues from Tier I support, providing in-depth troubleshooting and resolution
- Collaborate with engineering teams to identify, document, and resolve product defects
- Conduct in-depth analysis and research on recurring customer issues to develop solutions and best practices
- Provide training and support to Tier I engineers to enhance their technical capabilities
- Maintain detailed records of issues, resolutions, and feedback in the support ticketing system
- Assist in the creation and updating of technical documentation for customers and internal use
- Stay abreast of product updates and industry changes to ensure support is relevant and effective
Requirements
- 2-4 years of experience in a technical support role, with a focus on troubleshooting complex issues
- Strong knowledge of networking, operating systems, and hardware/software configurations
- Strong Network experience
- Strong troubleshooting background
- Must have Captive Portal Experience and understand how it works
- Must have experience in gateways and authentication
Benefits
- Competitive salary and benefits package.
- Opportunity for growth and career development.
- Training and support to enhance technical and customer service skills.
- Work in a dynamic and multicultural environment.
