**What we're looking for**:
We're looking for an outstanding Technical Support Engineer!
You love solving problems and enjoy learning new technologies.
You have 2 years supporting end users, as well as, providing Microsoft Windows server support.
You have developed a strong practical understanding of the Active Directory and common networking protocols.
If you also have industry certifications (MCSE, MCA, or CCA), have 2+ years of supporting enterprise customers in the Virtualization field, we'd love to speak with you!
**Position overview**
The Tech Support Engineer is responsible for providing technical assistance to our customers via diverse channels as appropriate for our Company Cloud, Company Virtual Apps, and Company Virtual Desktops.
You will focus on in-depth problem analysis of Company products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to their issues.
Customer size can range from Small Business to Large Enterprise.
**Primary responsibilities**
Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.
Achieves and adheres to established Service Level Agreements and Key Performance Indicators.
Validates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior level team members or other vendors
Contributes to the Company knowledgebase in the form of new or updated technical articles/documents passionate about issue resolution or prevention.
Details cases, recommendations, and resolutions clearly in the CRM system.
Guarantee the work performed meets the quality standards within acceptable time schedules and customer commitments.
Some weekend work may be required.
**Basic qualifications**
Requires practical knowledge of Virtualization, Windows Server, Active Directory and common networking protocols.
University Degree or equivalent experience and minimum 2 years of relevant experience; relevant internships and graduate course work will be taken into account.
English professional proficiency with excellent verbal and written communication skills.
**Preferred Qualifications**
Industry certifications: MCSE, MCA, or CCA
