Technical Support Engineer

MW Partners, Morrisville, NC (United States)

Category: Support

Posted on: 08 Oct 2019

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MW Partners is currently seeking a Technical Support Engineer to work for our client who is a leader in the technology industry.

Responsibilities and duties:

  • Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at our customer sites.

  • Identifies, documents and escalates customer issues.

  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

  • Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

  • Responsible for sharing all acquired knowledge concerning problem resolution with the Field and, as appropriate, to Customers.

  • Contributes to centralized problem identification and resolution database.

  • May assist in problem recreation and failure analysis of systems level issues.

  • Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.

  • May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriate.

  • May identify and interpret interoperability and support matrixes.

  • Provides input to training programs and/or serviceability enhancements as requested by the Field and Technical Support Departments.

  • Reviews training materials and procedural documentation as requested.

  • Communicates effectively to internal and external customers as necessary through a variety of mediums.

  • Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

  • As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.


  • 3+ years of customer technical support experience.

  • Knowledge & Experience with the following technologies: Microsoft Operating Systems/Hyper V, Microsoft Applications (MSSQL, Exchange), VMWare (vCenter, vSphere), Strong Linux knowledge is required, Database applications Other Key Attributes.

  • Ability to work in a high-pressure environment.

  • Excellent Troubleshooting and Customer Service skills. Highly customer focused. Strong Interpersonal skills. Presentation skills.

  • Proactive and willingness to help customers and mentor peers.

Job Source: Ziprecruiter (Will expire by: 2019-11-22 00:00:00)
Job Source: Ziprecruiter

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