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Technical Support Specialist

2 months ago

Cranberry Isles, Maine, United States Johnson Service Group Full time
Job Overview

We are seeking a highly skilled Technical Support Engineer to join our team at Johnson Service Group. As a Technical Support Engineer, you will be responsible for providing technical support to customers, internal technical support staff, and field support staff, focused on diagnosing, troubleshooting, and repairing products.

Key Responsibilities
  • Own, troubleshoot and solve complex technical issues, using collaboration, problem-solving practices and transparency within and across teams
  • Research customer issues in a timely manner and follow up directly with customers on actions
  • Collaborate with other Technical Support Engineers and Technical Support Advisors who may need assistance working on cases to help most quickly facilitate solutions for customers
  • Independently frame issues and translate them into actionable insights
  • Effectively complete several concurrent complex activities and execute on projects with minimal direction
  • Drive resolutions of technical issues in complex or high business impacting situations, while providing professional technical expertise
  • Make decisions while understanding the trade-off between risk and speed
  • Articulate data-driven insights in a clear way that drives thoughtful business actions
  • Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
  • Develop detailed knowledge about specific product lines and features
  • Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
  • Attend customer conference calls and maintain ownership of complex issues while working towards resolution
  • Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations
Requirements
  • Advanced understanding of computer operating systems, hardware, network, and application support
  • Strong interpersonal communication and customer service skills to work successfully with customers in high stress and/or ambiguous situations
  • Experience communicating with cross-functional partners (both technical and non-technical audiences)
  • Strong problem-solving skills
  • Experience working autonomously and prioritizing work with minimal input
  • Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Passionate transformer for customer service and ownership of the customer experience including issue resolution
  • Able to self-manage and work independently in a fast-paced, continuously changing environment
  • Ability to document technical customer issues into notes that are consumable by other users
  • Collaborate with other team members to resolve customer issues, complex problems or concerns on a timely and effective basis
  • Intellectually curious and gravitates towards tools and resources that enrich you
  • 5-10% Travel
Preferred Qualifications
  • Experience in the healthcare industry is preferred
  • Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications
  • Advanced ability to troubleshoot hardware up to and including mechanical, electrical, and pneumatic equipment
  • Strong knowledge of SQL (advanced scripting, database back-up & restores)
  • Advanced understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
  • Advanced experience and knowledge with remote desktop applications and help desk software
  • Proficient analytical and problem-solving skills of moderate complexity.
  • Advanced interpersonal, communication, and presentation skills required to communicate with employees, vendors, and customers.

Johnson Service Group is an Equal Opportunity Employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.