Support engineer 2

Company: Ascendion
Location: Atlanta
Posted on: May 28, 2023

Job Description:

We are currently in search of a full-time Support Engineer for a reputable advisory firm that excels in the realm of Employee Benefits and HR consulting. This firm is widely recognized for its dependability and forward-thinking approach. They boast a team of specialized experts who employ innovative technology to provide customized solutions, thereby enhancing the benefits experience. Through their digital platforms, data analytics tools, and online resources, they streamline processes, improve efficiency, and empower employees to make well-informed decisions regarding their benefits. They cater to clients of varying sizes and industries, prioritizing client satisfaction at every step. Notably, they have been nominated as one of the top contenders for the title of "Best Places to Work" in the insurance industry. The company offers a competitive base salary, a comprehensive benefits package, unlimited paid time off (PTO), ample opportunities for career advancement, and more.
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Location: -Atlanta GA

Responsibilities:

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• Serve as the primary point of contact for customers seeking technical assistance, including diagnosing and troubleshooting software and hardware issues.
  
• Provide prompt and accurate responses to customer inquiries, utilizing your deep understanding of our products and services.
  
• Investigate and resolve complex technical problems reported by customers, escalating to higher levels of support when necessary.
  
• Collaborate with cross-functional teams, including developers and product managers, to identify and address recurring issues and improve overall product quality.
  
• Maintain detailed and accurate documentation of customer interactions, solutions provided, and troubleshooting steps taken.
  
• Ensure customer satisfaction by following up on resolved issues and gathering feedback to improve future support processes.
  
• Keep up-to-date with industry trends and emerging technologies to enhance your technical skills and knowledge.
  
  Requirements:
  
  • 
    
  • Proven experience of 3+ years as a Support Engineer or similar role, preferably in a Level 2 support position.
    
  • In-depth knowledge of software and hardware troubleshooting techniques.
    
  • Proficiency in diagnosing and resolving complex technical issues related to our products and services.
    
  • Demonstrated commitment to delivering outstanding customer service.
    
  • Experience with Office 365 administration, including Exchange Online, SharePoint Online, and Teams.
    
  • Knowledge of Active Directory management and troubleshooting.
    
  • Experience with ServiceNow or similar ticketing systems for the efficient incident and problem management.
    
    If you are interested in the above opportunity, please send your updated resume to parshava.jain@ascendion.com
    
    There is available for relocation.

Keywords: Ascendion, Atlanta , Support engineer 2, Other , Atlanta, Georgia