Technical Support Engineer

Job#: 3044041

Job Description:

Our great client in DT Milwaukee has an immediate opening for a Technical Support Engineer. If you are interested please apply with resume to .

Summary

Provide advanced domain-specific technical support to our customers. Help with troubleshooting and resolving customer-facing incidents and requests related to technology products and services in a domain. Activities include working on issues of moderate complexity that require more troubleshooting and actively contributing to updating knowledge for our customers.

Primary Duties & Responsibilities

• Follow customer support processes and best practices to open and resolve customer incidents and requests. Property documents incident details including customer perceived issue, customer goal, incident type, business application, work updates, and resolution notes. Links incidents worked on to the problem record for the issue.
• Respond to customer inquiries and provide prompt expert solutions to their complex technical issues. Help customers in a professional and empathetic manner.
• Analyze and diagnose common and moderately complex issues. Effectively use knowledge bases and provided troubleshooting tools to provided solutions or workarounds. Independently contribute to the knowledge base by updating support articles to improve resolution of issues. Helps with creating new knowledge articles when found.
• Shows consistent technical knowledge and business acumen of the applications and services supported.
• Finds recurring customer-facing trends and pain points in the incidents they work on. Collaborates with team members to follow the problem management process by opening problem records when paint points are found.
• Understands the roles and responsibilities of different support levels and knows when to elevate incidents. Collaborates with cross-functional teams, including Tier 1, Tier 2, and Tier 3 (engineering), to escalate and coordinate the resolution of issues.

Qualifications

• Bachelor's degree in computer science, information technology, management information systems, or related field; or direct work experience.
• Minimum of 1 year of professional experience needed, with at least one year of experience in the information technology field.
• Have a customer-centric mindset and a passion for learning and building on core technical and business knowledge.
• Strong interpersonal skills both verbally and written.
• Self-motivated and able to succeed in collaborative environment. Able to work self-directed, not requiring immediate direction.
• Technical aptitude and business aptitude for the area supported.
• Proficient in technical skills for the role. Able to logically analyze and solve customer technology issues. Has a general understanding of the overall technologies used for the technical or application stack of the devices or applications supported.
• Experience in a customer support role that was either technical or non-technical.

TECHNICAL SKILLS

Must Have

• Analytical Troubleshooting
• Customer Support
• established system analysis

Nice To Have

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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