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Senior Technical Support Engineer

2 months ago

Miami, Florida, United States BGM Group Full time
Job Overview

Salary Range: $70,000 - $90,000

About BGM Group:

BGM Group is a leading technology and consulting firm dedicated to helping organizations optimize their operations through effective IT solutions. With a commitment to excellence, we pride ourselves on fostering a collaborative environment where innovative ideas thrive.

We are currently seeking a Senior Technical Support Engineer to enhance our Managed Service Provider (MSP) team. This role is pivotal in delivering prompt and effective technical support to our clients. The ideal candidate will possess a strong sense of urgency and a commitment to providing exceptional customer service.

Key Responsibilities:

  • Manage and prioritize incoming support tickets.
  • Conduct thorough reviews of outstanding tickets and allocate time for resolution.
  • Follow up on tickets pending client or vendor input.
  • Assist in resolving escalated tickets to ensure timely solutions.
  • Perform proactive assessments of client systems to identify potential issues.
  • Collaborate with the team to enhance client network performance and reliability.
  • Document and close resolved tickets accurately.
  • Record daily work hours and ensure accurate time tracking.
  • Support team members as needed to maintain workflow efficiency.
  • Engage with clients to discuss Technical Business Reviews (TBRs) and drive initiatives forward.

Preferred Qualifications:

  • Associate degree in a technical field.
  • Minimum of 2 years in a service center support role.
  • Completion of all required general certifications.
  • Achievement of at least 2 certifications in relevant areas.
  • Demonstrated technical proficiency.
  • Certifications or experience with Microsoft technologies and networking.
  • Strong analytical and problem-solving capabilities.
  • Excellent communication and interpersonal skills.
  • Ability to maintain composure in high-pressure situations.
  • Commitment to ongoing professional development.
  • Self-motivated with the ability to work independently and collaboratively.
  • Strong research and writing skills, with the ability to convey complex information clearly.
  • Experience in troubleshooting and resolving issues in document management systems.
  • Detail-oriented and proactive in approach.
  • Innovative mindset with a focus on continuous improvement.

What We Offer:

  • Impactful Work: We value your unique contributions and encourage creativity at all levels.
  • Time Off: Enjoy 15 days of paid time off and 8 paid holidays.
  • Health Benefits: Comprehensive medical, dental, and vision plans available.
  • Retirement Planning: 401(k) plan with generous company contributions and access to financial planning services.
  • Community Engagement: Opportunities to volunteer and give back to the community.
  • Educational Support: Assistance with certification and higher education expenses.
  • Flexible Work Arrangements: Options for in-office, remote, or hybrid work models.

Diversity and Inclusion:

BGM Group is committed to building a diverse workforce and fostering an inclusive workplace. We welcome candidates from all backgrounds and experiences to apply.