Technical Support Specialist

4 weeks ago

Denver, Colorado, United States Pax8 Full time
Technical Support Engineer

Pax8 is a leading cloud-based technology marketplace that simplifies the cloud journey for our partners by integrating technology, business intelligence, and proactive service to deliver an unparalleled experience.

We are a fast-growing, dynamic, and high-energy startup organization that allows you to make a meaningful impact on the business. Our culture is important to us, and at Pax8, it's business and it's personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other, Advoc8 for our partners, Innov8 continuously, and Celebr8 life. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.

We are only as great as our people, and we have great people all over the world. No matter where you live and work, you're a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.

Key Responsibilities:
  • Provide technical partner support
  • Manage daily cases assigned
  • Log into phone and case management systems according to schedule
  • Resolve routine technical cases efficiently using technical knowledge of our various Stax solutions
  • Escalate cases to upper-tier engineers and/or vendors when appropriate
  • Oversee escalated support cases until resolution
  • Maintain product and knowledge specialization
Requirements:
  • At least two years of related experience in the technical support field, preferably with MSP-specific experience
  • Proficiency in managing email and team communication through MS Outlook and MS Teams
  • Strong customer service communication skills with the ability to defuse frustrated partners and/or customers
  • Excellent analytical and problem-solving skills
  • Self-motivation, strategic creativity, and a drive for executional excellence
  • Ability to build partnerships and work collaboratively to meet shared objectives
  • Continuous learner who experiments when tackling new problems, using both successes and failures as learnings
  • Ability to adopt innovations in business-building digital and technology applications
Specialized Knowledge:
  • Productivity: Admin-level experience with the Microsoft Office 365 platform, experience migrating to Office 365, or from different versions of Microsoft Exchange, understanding of PowerShell and its use with Office 365, advanced knowledge of the Office 365 Desktop Suite, and fundamental knowledge of mail flow concepts and DNS
  • Infrastructure: Advanced experience with Azure Virtual Desktop (AVD), host pools, FSLogix, hybrid configurations, and virtualization
  • Continuity: Admin-level experience with BC/DR solutions, Microsoft Windows Server, SaaS-based backup solutions, and continuity-based products like Acronis and Veeam
  • Security: Admin-level experience with SaaS-based email security platforms and endpoint solutions like SentinelOne, Bitdefender, Proofpoint, and Ironscales
Education & Certifications:
  • B.A./B.S. in a related field or equivalent work experience
  • Industry-specific certifications preferred (e.g., Microsoft 365 Expert Admin, MCSA, CompTIA A+, Network+, Security+)

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