Irth Solutions
Computer Software
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer at Irth Solutions. Skills: Technical support, Troubleshooting, Customer issues. Provide advanced technical support. Resolve customer inquiries and technical issues”
What You'll Achieve.
Resolution of complex technical issues; Enhance overall customer experience; Improve service delivery; Resolve software bugs; Improve product quality
Industry & Context.
problem-solving; analytical skills
Ability to sit at a desk and computer screen 90% of the shift, Answer/talk on the phone, Willingness to work flexible hours, Work evenings and weekends, Work On Call rotation, Work under pressure during system outages
What They're Looking For.
Must Have
3-5 years of experience in technical support, IT support, or a related role, Experience in troubleshooting and resolving complex technical issues, Proficiency in operating systems (Windows, macOS, Linux), In-depth knowledge of networking protocols, hardware components, and software applications, Experience with remote support tools and help desk software, Familiarity with scripting and automation tools (e.g., PowerShell, C+, Python, Bash), problem-solving and analytical skills, Excellent communication and interpersonal skills, Ability to work independently and collaboratively within a team, High level of patience and customer-oriented approach, Ability to sit at a desk and computer screen 90% of the shift and answer/talk on the phone, Willingness to work flexible hours, including evenings and weekends, if required, ability to work On Call rotation (week long rotation)
Nice to Have
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
What You'll Do.
Provide advanced technical support
Resolve customer inquiries and technical issues
Troubleshoot and diagnose complex problems
Provide solutions and workarounds
Escalate unresolved issues
Monitor system performance
Ensure optimal operation
Manage Freshdesk case volumes
Handle parsing errors and audits
Maintain clear communication with customers
Provide timely updates to customers
Document customer interactions
Develop technical documentation
Train and mentor staff
Share knowledge and best practices
How You'll Work.
Team & Collaboration
Collaborate with other technical support engineers; Work with IT teams to resolve complex issues; Collaborate with development and QA teams; Participate in team meetings; Contribute to continuous improvement
Communication Scope
Excellent communication; Interpersonal skills; Clear and effective communication
Full Job Description
The Technical Support Engineer provides advanced technical support to customers, ensuring the resolution of complex technical issues related to internal Ops Log issues, Parsing, API, Power BI or hardware, software, and network systems. This role involves troubleshooting, diagnostics, and providing solutions to enhance the overall customer experience. The Technical Support Engineer also collaborates with other IT/Dev professionals and internal teams to develop solutions and improve service delivery. Responsibilities 1. Advanced Technical Support: * Respond to and resolve customer inquiries and technical issues via phone, email, or conference calls. * Troubleshoot and diagnose complex hardware, software, and network problems. * Provide solutions and workarounds for technical issues, ensuring minimal disruption to customer operations. * Escalate unresolved issues to higher-level support or specialized teams when necessary. 2. System Alerts and Ops Log Management: * Monitor system performance and ensure optimal operation including Ops Log, Parsing/No CDCs and Transmissions * Manage Freshdesk case volumes per policy . * Responsible for parsing errors, audits and No CDC;s 3. Customer Engagement and Communication: * Maintain clear and effective communication with customers to understand their technical needs and issues. * Provide timely updates and follow-ups to customers regarding the status of their issues. * Document customer interactions, issues, and resolutions for future reference. * Develop and maintain technical documentation and user guides. 4. Collaboration and Team Support: * Work closely with other technical support engineers and IT teams to resolve complex issues. * Collaborate with development and QA teams to identify and resolve software bugs and improve product quality. * Participate in team meetings and contribute to the continuous improvement of support processes and procedures. 5. Training and Knowledge Sharing: * Train and mentor other technical support
Applying for this Technical Support Engineer role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Irth Solutions?
Real rants from real employees. Read before you apply.