Technical Support Engineer

Archer Technologies LLC

Reviews technical solution articles for accuracy and completeness and give feedback to the authors.

Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.

Understands and uses sphere of influence extending outside of the department.

Participating in and leads conference calls with customers Knows their audience and articulate accordingly.

Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database

Validates technical information and issues early warning and disseminates information as needed.

Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.

Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.

Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.

As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.

Works toward becoming subject matter expert in a particular area or areas.

Applies systems analysis techniques and procedures to determine hardware or software systems functionality.

Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.

Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.

Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.

Effectively communicates procedural and technical issues to internal and external customers in a fast paced and Client critical environment.

Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other CSEs and/or clients regarding technical solutions.

Technical Skills.

1) Good knowledge of network fundamentals, protocols and troubleshooting utilities.

2) Knowledge of Network Security Fundamentals

3) Familiar with basics of information security (Encryption, certificates ... etc).

4) SQL Database Knowledge and hands-on experience

5) IIS and Web Services knowledge

6) Knowledge of MS Active Directory and LDAP protocol.

7) Linux administration Knowledge is a plus.