A Tech Support Engineer I will provide first-line support to our customers, partners and consultants. They will be required to independently as well as with other members of the local support team. They will support overall installation and maintenance of hardware and software. They will monitor overall systems throughout the fulfillment center. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests.
Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers and Reporting components. Successful candidates must possess excellent communication, analytical and problem-solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence.
The work environment of our tech support team inside the fulfillment centers is based on the warehouse floor, interacting frequently with our associate and leadership population. You must be available to work 4 x 10-hour shifts. All shifts are considered "Day" shifts and begin at 6:00AM EST. You will be required to lift equipment up to 50lbs, work in elevated areas to reach Wi-Fi access points and IDF's, and bending/kneeling to get under production equipment to adequately install IT gear. For the safety of employees, stricter dress code is required such as no open-toed shoes, no heels taller than 1", no full-zipper sweatshirts, no hooded shirts/sweatshirts, long hair must be pulled back.
1-3 years experience in a technical support role
Experience troubleshooting and supporting Windows 7, 10 and macOS
PC hardware support, troubleshooting and desktop support experience
Basic understanding of Windows server and network protocols
Familiar with Active Directory, Office365, disk encryption, and remote software tools (RDP, VNC, etc.)
Excellent organizational, customer relationship, verbal and written communication skills
Excellent problem solving and listening skills
Highly motivated, self-starter with a positive attitude