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Senior Technical Support Engineer- Remote
4 weeks ago
Apex Systems is a global IT services provider, and our staffing practice has an opening for a Support Engineer with customer service experience (internal or external support), technical accreditation in networking and PowerBI/Tableau experience to place at our client, a multinational technology corporation.
Multinational technology corporation
Terms: 18-month contract
Location: 100% Remote
As a Technical Support Engineer, you deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing outstanding technical support experience to our clients business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. Ownership of the Customer Support Experience: Champion the customer's support journey, providing timely, accurate, and effective solutions for issues. Resolution of High-Impact Technical Challenges: Address and resolve the most technically challenging and critical problems for our customers and partners, making a significant impact on their experience with Azure's products and services
Resourcefully and empathically engage with customers through various channels including telephone, email, public and private forum ensuring their concerns are heard, understood, and addressed
Identify and report software bugs and customer suggestions, acting as the voice of the customer within our organization and helping to shape the customer support strategy
Track record in technical support or a similar customer-facing role within the technology sector. PowerBI and Tableau troubleshooting and client support
Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease
Proficiency with Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Excel would be beneficial
Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services
Underlying awareness of SQL Server, or any other Database Management system like Oracle or SAP
Basic network troubleshooting skills
Team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
Support experience delivering IT Application support or services
Some understanding or awareness of Office 365/ Windows Administration, SharePoint, Dynamics CRM, or the .NET Framework
Excel skills with Power Query and Data Modelling
A solid grasp of (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.)
Technical accreditation in networking | 5-7 years
PowerBI, Tableau | 3-5 years
40-50% Customer time (phone, email, adhoc)
~Might work Sunday-Thursday or Tuesday-Saturday - required to work 1 day a weekend
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