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Systems Support Engineer

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Lakewood, United States Onix Networking Full time

About Onix: Onix is a trusted cloud consulting company that helps companies get the most out of their technology with cloud-powered solutions, best-in-class services, and the Datametica Birds, data migration products that unleash AI potential. We are able to deliver exceptional results for our customers because of our 20+ years of cloud experience, depth of technology expertise, and IP-driven data and AI solutions. We offer solutions across a wide range of use cases and industries that are tailored to the unique needs of each customer. From advanced cloud security solutions to innovative AI capabilities and data migration products, we have you covered. Our global team of experts are the most reliable, talented and knowledgeable in the industry. Summary: Onix is seeking a passionate, engaging, and motivated individual to fill a remote position in the role of Support Engineer. This person will provide enterprise-level support to our clients' admins via multiple channels (including our ticketing system). The Onix Technical Support Team is an industry leader in customer service and product knowledge. The team provides deep troubleshooting expertise and advises diverse clients on best practices to supplement their business transformation onto cloud services. As part of a team in this rapidly growing enterprise, you will work with cutting-edge cloud technologies and help shape the future of how clients operate. Primary Responsibilities: Research, diagnose, troubleshoot, and identify solutions to resolve client issues Be available to work in a 24x7x365 on-call environment Provide superior customer service, including prompt and accurate feedback, to all clients Take ownership of tickets and see problems through to resolution Follow procedures for proper escalation of unresolved issues Ensure detailed recording and closure of all issues Prepare accurate and timely reports when requested Help create and maintain relevant Technical Support documentation Maintain working technical knowledge of each supported product Maintain knowledge of Support departmental processes and procedures Participate in the creation and testing of new Support processes Preferred Skills and Experience: Onix may select an experienced Support Engineer or a person with less experience who would be trained by our existing staff members in order to "level up" with us. For this reason, years of experience are not specified but a certain aptitude for the requirements below must be evident in a resume/interview. Additional language fluency (especially French, Spanish, Italian, or Portuguese) Availability to work non-standard shifts (Eastern time) - Willingness to work non-standard shifts (early mornings,evenings, nights, or weekends) Excellent communication skills (verbal and written) Creative problem-solving skills and a drive to solve difficult issues Ability to build credibility quickly with a wide variety of clients Capability to deliver on-time, well-executed work that leads to consistent client satisfaction Ability to expertly convey ideas and concepts to others An attitude of willingness/eagerness to learn Strong desire to be coached and mentored to professionally develop technical and client-facing skills Desire to work in a fast-paced, dynamic environment supporting multiple customers via multiple channels Equal confidence working independently and as part of a focused team Certified: Google Professional Certified Administrator Certified: Google Associate Cloud Engineer Helpdesk or customer service experience, especially via a ticketing system Experience working remotely from a home office Experience with Google APIs Experience with a programing language (Python, Java, etc) Experience with Google Workspace or