Technical Support Engineer

Company: AgreeYa Solutions

Position Title: Technical Support Engineer

Employment Type: Full-time, exempt

Position Description:

Would you like to work for a software solutions company that has grown in triple digits in the last 5 years? Are you a self-starter always driving to execution? Are you a natural helper who enjoys assisting people with computer issues and are able to explain technical details simply? If you answered Yes to these questions, then we need to talk

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our external/internal customers. This position offers a very competitive compensation and benefits package. We offer the stability of an initial salary and continued income and bonuses commensurate with production. We are interested in people who have a flair for working with people across cultures and time-zones, and the ability to collaboratively grow business.

As a Technical Support Engineer, you are the go-to person for all computer hardware, software, and training needs. Companies rely on you because of your skills in resolving customer accounts or company issues concerning technical infrastructure management. You will provide customer service for computer hardware and software, and troubleshoot issues related to company accounts or any other miscellaneous tasks in the field as determined by your manager. Ultimately, you will be a person our external/internal customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Duties and Responsibilities:

• Ask external/internal customers targeted questions to quickly understand the root of the problem;
• Diagnose and troubleshoot technical issues including account setup and network configuration;
• Document technical knowledge in the form of notes and manuals;
• Ensure all issues are properly logged;
• Follow-up to ensure their IT systems are fully functional after troubleshooting;
• Prepare accurate and timely reports;
• Prioritize and manage several open issues at one time;
• Properly escalate unresolved issues to appropriate teams (e.g., software developers);
• Provide prompt and accurate feedback to external/internal customers;
• Refer to internal database or external resources to provide accurate tech solutions;
• Research, identify, and implement solutions to software and hardware issues;
• Talk clients through a series of actions via phone, email, or chat, until the technical issue has been resolved;
• Track computer system issues through to resolution within agreed time limits.

Qualifications:

• Ability to diagnose and troubleshoot basic technical issues;
• Ability to lift 40lbs - server/NAS;
• Ability to provide step-by-step technical help, both written and verbal;
• Excellent problem solving and communication skills;
• Excellent oral & written communication skills;
• Familiarity with remote desktop applications and helpdesk software (e.g., RT Tracker);
• Good understanding of computer systems, mobile devices, and other tech products;
• Hands-on experience with Windows/Linux/Mac OS environments;
• Strong "whatever it takes attitude".

Experience:

• AS degree in Information Technology, Computer Science, or relevant field, and/or
• 2+ years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role;
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.

About AgreeYa:

AgreeYa Solutions is a leading global provider of software, solutions, and services to small, medium, and global Fortune 100 organizations across various industries. Founded in 1999 and headquartered in Folsom, CA, AgreeYa has over 2,000+ professionals helping clients across US, India, EMEA and Mexico, in their digital journey. Leveraging our technology enabled, consultative approach, and diverse talent, AgreeYa offers modern workplace, smart analytics, intelligent automation, AI/ML, cloud transformation, mobility, and talent management solutions to deliver value of digital transformation for our clients. AgreeYa has received considerable recognition including certification like Microsoft Gold Partner and Cloud Solutions Provider; AICPA SOC 2 Type 2, SEI CMMI, and ISO 9001:2015; and awards including Dream Company to Work for, and Best Employer Brand.

We offer competitive pay, excellent benefits, unlimited growth potential and cross-training opportunities, flexibility, and an unmatched collaborative and supportive team environment.

If this sounds like the right fit for you, apply today! You can also learn more about our services and offerings by visiting our website at www.agreeya.com and follow AgreeYa on LinkedIn, Facebook and Twitter.

Equal Opportunity:

AgreeYa is an equal opportunity employer.We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics. Visit our website at www.agreeya.com/career-culture to learn about our Career & Culture.