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Technical Support Engineer

Scottsdale, Arizona Foresight Intelligence

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Technical Support Engineer

Foresight Intelligence is seeking an intellectual thinker who enjoys creating new efficiencies to take on our Technical Support Engineer role. This Engineer will diagnose and troubleshoot software and hardware problems and help deploy our software updates. Our ideal candidate is an outstanding listener, an enthusiastic team-player, has a customer-centric mentality and strong problem-solving skills. With an eye for detail, our Technical Support Engineer maintains a high level of focus and pride in the customer experience.

REPORTS TO: Vice President-Operations

POSITION SUMMARY

Our Technical Support Engineer will take ownership of reported customer software and hardware issues and see problems through to resolution. Customers will rely on our Technical Support Engineer as a trusted resource for timely and accurate resolution of technical problems.
JOB DUTIES AND RESPONSIBILITIES:

– Research and identify solutions to software and hardware issues by providing L2 and L3 Customer Technical Support.
– Collaborate with the Customer Success Team and assist with release updates, deployments and related train the trainer education.
– Diagnose and troubleshoot technical issues.
– Ask customers targeted questions to quickly understand the root of the technical issue.
– Resolve network issues, software/mobile app issues, hardware issues and utilize remote desktop connections to provide immediate support.
– Use email and chat applications to give clients answers.
– Properly escalate unresolved issues to appropriate internal teams.
– Provide prompt and accurate feedback to customers.
– Refer to internal database or external resources to provide accurate tech solutions.
– 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.
– Document technical knowledge in the form of notes and manuals.
– Maintain a patient and cheerful demeanor while building relationships with clients.
– Perform other duties as required / assigned.

REQUIREMENTS:

– Bachelor’s degree in Computer Science, Information Technology, Software Engineering or equivalent knowledge, skills and experience.
– 5 years proven experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
– Hands-on experience with web/mobile applications and hardware support.
– Good understanding of computer systems, mobile devices and other tech products.
– Ability to diagnose and troubleshoot technical 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.
– Strong problem-solving skills, results orientation and common sense.
– Ability to follow projects through to completion, adhering to tight timelines.
– Excellent verbal and written communication skills.
– Ability to learn new technologies quickly, step outside your own comfort zone and handle unfamiliar challenges enthusiastically.

SALARY & BENEFITS:

Competitive salary commensurate with experience

Benefit Plan

– Foresight Intelligence pays 100% Employee-Only Premiums – Health, Dental, Vision, Life, AD & D, Short Term Disability, Long Term Disability
– Enrollment in Stock Appreciation Rights Plan
– Health Savings Account with Employer Contribution
– 401(k) with Employer Matching
– Paid Time Off
– Employee Recognition
– Weekly Team Lunch
– Fully Stocked Break Room

Salary commensurate with experience | Foresight Intelligence is an equal opportunity employer | Applicants must have right to work in the US

Email cover letter & resume to *********************************

Foresight Intelligence strives to drive your organization into the future.
Schedule a private demo to find out exactly what our technology can do for you.

Free Demo

7077 East Marilyn Road,
Building Six, Suite 150
Scottsdale, AZ 85254

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