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Technical Support Engineer

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers who are diagnostic centers, labs and private practices and clinics. You will diagnose and troubleshoot software using remote desktop connections to provide immediate support when needed. You will use email to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

  • Research and identify solutions to software issues

  • Diagnose and troubleshoot technical issues, including customer-organization configuration

  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved an issue

  • Properly escalate unresolved issues to appropriate internal teams

  • Provide prompt and accurate feedback to customers

  • Ensure all issues are properly logged

  • Prioritize and manage several open issues at one time

  • Follow up with clients to ensure their systems are fully functional after troubleshooting

  • Prepare accurate and timely reports and document technical knowledge in the form of notes and manuals

  • Maintain jovial relationships with clients

Requirements and skills
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

  • Ability to diagnose and troubleshoot basic issues

  • Familiarity with remote desktop applications and help desk software

  • Excellent problem-solving and communication skills

  • Ability to provide step-by-step technical help, both written and verbal

  • BS degree in Information Technology, Computer Science or relevant field

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