Senior Technical Support Engineer

Tasks

• Providing technical support to the team at the Boston office.
• Troubleshooting and resolving complex technical problems.
• Documentation and escalation of issues as needed.
• Collaborate with cross-functional teams to improve systems.
• Ensuring the highest level of customer satisfaction.
• Providing timely and effective support.
• Guidance on diagnosing and resolving issues with Windows and macOS devices, as well as Apple and Android mobile devices.
• Author of R&D documentation; creation of service desk entries and knowledge base articles; and problem-solving and mentoring within the team.
• Participation in the ongoing development of support systems.
• Contributing to the continuous improvement of processes and services.

Requirements

• Bachelor's degree in computer science or a related field.
• At least 5 years of experience in technical support.
• Extensive knowledge of the Windows and Linux operating systems.
• Experience in network troubleshooting and security.
• Excellent communication and problem-solving skills.
• Proactive involvement in a specialized technical support environment with a strong focus on the user experience.
• Analytical thinking skills combined with expertise in end-to-end problem management.
• Expertise in setting up and configuring virtualized infrastructure using Cisco UCS.
• Direct experience with hybrid and standalone architectures in large Microsoft Office 365 environments.
• Extensive knowledge of Windows 10 networking, including Layer 2 and Layer 3, as well as effective troubleshooting, diagnosis, and resolution of performance or application issues.

We offer

• A competitive salary and a comprehensive benefits package.
• Health insurance.
• Pension plans.
• Opportunities for professional development.