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IT Support Engineer
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Natsoft Houston, TX, United StatesIT Support Engineer · Houston Texas · Bilingual English Japanese proficiency · Experience supporting and troubleshooting PCs including knowledge of MS Office, Windows 10, printers, network connectivity, etc. · Understanding of Windows servers including Windows including patchin · ...
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IT Support Engineer
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IT Support Engineer
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IT Support Engineer
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IT Support Engineer
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IT Support Engineer
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Product Support Engineer
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Technical Support Engineer
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Application Support Engineer
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Product Support Engineer
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Senior IT Support Engineer
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The Phoenix Group Houston, United StatesWe're seeking a Full-Time Senior IT Support Engineer to excel within an Onsite (hybrid schedule) work environment. This position is based in Houston, TX requiring employees to reach client locations within an hour. Candidates must exhibit exceptional problem-solving skills, adept ...
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Technical Support Engineer
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Customer Support Engineer
2 weeks ago
Tait North America Houston, United StatesScope of Role · The Customer Support Engineer - Console Products (CSE) primary objective is to rapidly resolve technology issues that are reported to the Tait Help Desk. The position requires a hands-on technical leader and subject matter expert who is responsible for delivering ...
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Network Support Engineer
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Technical Support Engineer
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Application Support Engineer
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Desktop Support Engineer
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A&O IT Group Houston, United StatesThe role: · Handle Incidents and Service Requests and near desk IT support; · Provide services to End Users that include the following: · End User Devices including workstations, desktop PCs, laptop/notebook PCs, tablet PCs, · Collaboration and Communication services and devices ...
Customer Support Engineer - Houston, United States - Tait North America
Description
Scope of RoleThe Customer Support Engineer - Console Products (CSE) primary objective is to rapidly resolve technology issues that are reported to the Tait Help Desk.
The position requires a hands-on technical leader and subject matter expert who is responsible for delivering a world class support experience for Tait's customers, dealers and in-house stakeholders.
The CSE is expected get into the weeds with complex technical issues while thinking about system operational continuity and resiliency.
Then CSE for Tait's LifeX console products and applications will be well versed in the console operation, system functionality and application integration.
Additionally, this employee has strong communication skills which lead to the team to exceeding performance expectations .
It is expected that the CSE will be proactive in developing the skills and knowledge necessary to provide top quality field support services.
The CSE will be supported by Tait's remote partner Frequentis, in the form of escalation and training support on all LifeX console systems, applications, and integration.
The CSE will be responsible for maintaining Tait lab support systems required for the evaluation, investigation and resolution of field escalated system issues raised via support tickets .
Functional OutcomesCustomer Support Operations
Deliver frontline technical support for Tait LifeX console customers, dealers and partners.
Foster positive end-user relationships and drive customer satisfaction.
Demonstrates up-to-date knowledge in the discipline by contributions in technical discussions, writing technical papers / studies and delivering presentations as requested.
Developed diagnostic skills that enable the resolution of a broad range of technical issues across a wide range of Tait LifeX Console, application and/or integrated third party products.
Ensure reported customer issues are identified correctly, described accurately, investigated, tested, verified, and classified. All steps are documented. If required, visit customer sites to fully research the cause of reported problems.
Investigations as required of any end-to-end network performance issues including isolation of issues to third party products.
Follow the Incident Management process and maintain responsibility for incident resolution, whilst ensuring appropriate level of interaction with Technical Support from the Frequentis Level 3/4 Support team.
Follow the Problem Management process and ensure appropriate level of interaction with Technical Support from the Frequentis Level 3/4 Support team.
Initiate actions within Tait, including briefing meetings with relevant Tait teams and stakeholders if required to get quick resolution to problems found.
Keep an active list of unresolved technical support issues and regularly follow up with involved parties. Notify customers of milestones and keep them informed at all times.Help provide training on the network and products for customer technical and operations staff as required.
Provide technical information to customers through appropriate media, ensuring information is accurate, appropriate, and easy to understand.
Provide feedback and solutions on how to improve Tait standards.
Escalation and resolution of software issues to the Frequentis Level 3/4 Support team.
Escalation and resolution of third-party software/systems issues by the support team.
Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
Participate in trade shows and other events as required.
Familiar with the concepts and exercise of ITIL Service Management principles, the Customer Support Engineer will employ and engage in the established processes and be a contributor to the Continuous Service Improvement activities.
Where junior or graduate members join the team, the Customer Support Engineer is expected to review their work, assist with their training and act as their support.
This could include evaluation and recommendation of work tools, software applications, processes & procedures, relationship building with customers and other Tait work groups.
TeamworkHelp with troubleshooting items with staff and other departments as needed.
Effectively communicate with Frequentis Level 3/4 Support team when escalating incidents or problems.
Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.
Specific Expertise
Bachelorsinarelatedtechnicalfieldorequivalent work
experience
At least 5 years in voice communications or maintenance technical role
Prefer at least 5 year's experience with any of the following: voice communication dispatch systems, voice over IP telephony, Land Mobile Radio, NG-911 Call Taking
A highly developed practical knowledge of voice dispatch systems and related applications, including console system design and installation.
Software skills or aptitude in this field including an understanding of Linux based and virtualized operating systems
Strong organisational and leadership ability.
Project Planning and project management skills
Highly developed customer service and diplomacy skills
Aptitude to deal confidently/persuasively with customers.
Flexibility and willingness to tackle any task
Ability to travel when needed
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Customer Support Engineer professionals in Houston
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Paul Cruz Jr
Nurse Graduate
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Ruby Granados
BS Integrated Engineering, Electrical Engineering