Technical Support Engineer
About Instant InfoSystems
Instant InfoSystems is a leading service provider of cloud-based solutions for voice, fax, data, and security. We serve clients ranging from SMBs to the Fortune 1000 to improve their communication, collaboration, and overall operational efficiencies with a broad portfolio of the market’s leading SaaS products and superior technical service.
We are in need of a team player who brings a combination of technical expertise and superior customer service skills to our world-class Technical Support Team. As a member of this team, you will be part of an industry-leading support organization that boasts an unparalleled level of service for our customers and average hold times of under one minute!
The duties and responsibilities of the Technical Support Engineer are:
- Respond to customer’s telephone, email and voice mail inquiries concerning support request
- Resolve hardware and software problems with our supported product line
- Accurately record incident descriptions, communications and resolution in our system
- Diagnose problems through research, replication, and testing
- Escalate or consult with senior help desk engineers, both internally and externally
- Manage assigned ticket queue
- Coordinate resources to fulfill needs of customers
- Prevent problems from escalating by understanding customer needs and fulfilling them
- Continue to stay current on technology in the industry and our product line
- Perform assigned duties as requested by Manager
- Consistently deliver high-quality services to our clients
In order to succeed in this position, applicants must have:
- Bachelor’s degree in Information Technology or Computer Science
- 2 or more years’ experience in an IT Field
- 2 years’ experience with FOIP and diagnostic tools
- 2 years’ knowledge or experience with RightFax, Biscom, FaxCore and/or XMedius Fax Products
- 4 years’ experience with the RightFax product
- Previous help desk or support center experience
- Excellent written and verbal communication
- Strong interpersonal skills including negotiation, conflict management, and customer relationship building skills
- Excellent knowledge of Windows Server and Workstation
- Excellent knowledge of Windows networking (DNS, DHCP, and TCP/IP)
- Strong knowledge of Windows Active Directory
- Some knowledge of Exchange
- Self-starter, highly motivated, enthusiastic and energetic
- Results oriented, well organized and team player
- High degree of integrity
- Creative problem solver, good listener and quick learner
- A strong team approach and a willingness to support and solicit input from team members at all levels within the organization
This position is remote for the foreseeable future.
Instant InfoSystems is an Equal Opportunity Employer.
Why you’ll love working here:
- You’ll enjoy comprehensive benefits (including medical, dental, and 401k), and a generous company holiday schedule
- We value the input of every employee — you’ll have the ability to participate and contribute your ideas in executive level meetings
- You’ll be surrounded by collaborative, dedicated, smart people in an entrepreneurial environment
- You’ll have plenty of room for growth in a company that frequently promotes from within
- You’ll love the casual atmosphere, transparent culture, and strong work-life balance
Interested candidates should forward their resumes, cover letters, and salary requirements to: hr@instantinfo.com. Instant InfoSystems is an Equal Opportunity Employer.