Position Summary:

The Technical Support Engineer I interacts with our partners through multiple communication channels, providing technical support and escalation assistance on the vendors that we have on our line card. They create product knowledge documentation. The Engineer focuses on the products and technologies that are relevant to the specific team they are assigned to which includes Productivity, Infrastructure, Continuity, and Security.

Essential Responsibilities (includes, but is not limited to):

• Provide technical partner support
  
  
  
  • Manage daily cases assigned
    
    
    
    • Log into phone and case management systems according to schedule
    
    
    • Resolve routine technical cases in a timely and efficient manner, using technical knowledge of our various Stax solutions
    
    
    • Escalate cases to upper tier engineers and/or vendors when appropriate
    
    
    • Own and oversee escalated support cases until resolution is determined
    
    
    
    
  
  
  • Assist with development of processes around support in relation to providing customer support and problem resolution
  
  
  • Collaborate with vendors or vendor contacts around cases currently in an escalated state
  
  
  
  


• Maintain product and knowledge specialization
  
  
  
  • Develop and maintain knowledge around products specific to their team
  
  
  • Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
  
  
  
  

Ideal Skills, Experience, and Competencies:

• At least two (2) years of related experience in the technical support field


• MSP specific experience preferred


• Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated


• Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems


• A self-motivated, strategic creative worker with a drive for executional excellence


• Proficient at managing email and team communication through MS Outlook and MS Teams


• Ability to build partnerships and work collaboratively with others to meet shared objectives


• Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems


• Ability to actively learn through experimentation when tackling new problems, using both successes and failures as learnings


• Ability to actively seek new ways to grow and be challenged using both formal and informal development challenges


• Ability to anticipate and adopt innovations in business building digital and technology applications


• Demonstrated support specific knowledge in the following Pax8 Stax:
  
  
  
  • Security: Admin level experience with the Microsoft Office 365 platform.  Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms.  Admin level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ.  Admin level experience with endpoint solutions like SentinelOne and Bitdefender.  Installation, removal, and remediation experience with endpoint solutions.  Basic knowledge around cybersecurity best practices or the desire to learn and dig deeper.
  
  
  
  

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience


• Industry specific certifications preferred such as Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+

Compensation:

• Qualified candidates can expect a salary beginning at $50,000 or more depending on experience