Technical Support Engineer

Company: AgreeYa Solutions

Position Title: Technical Support Engineer

Position Location: Folsom, CA (or surrounding areas)

Position Type: Full-time, onsite

About AgreeYa Solutions:

AgreeYa Solutions is a global leader in software, solutions, and services, specializing in empowering organizations through technology innovation. With over two decades of experience, we offer a comprehensive suite of cutting-edge software solutions. Committed to client satisfaction, we provide tailored solutions that drive efficiency and growth for diverse organizations across various industries. Our team of dedicated professionals delivers unparalleled support and guidance, ensuring seamless implementation and ongoing success for our clients. With a global presence and a focus on innovation, quality, and integrity, AgreeYa Solutions is shaping the future of enterprise software and making a significant impact on businesses worldwide.

Position Description:

Are you passionate about being at the forefront of innovative software solutions? Do you thrive in a fast-paced environment where your initiative drives results? Are you a natural problem solver with a knack for simplifying technical complexities? If your answer is yes, join us in driving innovation and transforming businesses through technology by applying today!

We are seeking a dynamic Technical Support Engineer to join our team and provide top-tier assistance to our diverse clientele. In this role, you will not only troubleshoot technical issues but also play a pivotal role in fostering cross-cultural collaborations and driving business growth.

Responsibilities:

• Engage with external and internal customers to swiftly identify and address technical challenges.

• Conduct thorough diagnosis and troubleshooting of technical issues, ranging from account setup to network configuration.

• Compile comprehensive technical documentation and manuals for future reference.

• Ensure meticulous logging and tracking of all reported issues.

• Conduct proactive follow-ups to ensure seamless functionality post-resolution.

• Generate timely and accurate reports to facilitate informed decision-making.

• Effectively prioritize and manage multiple ongoing issues.

• Collaborate with relevant teams to escalate unresolved issues for further resolution.

• Provide prompt and precise feedback to customers, ensuring satisfaction and trust.

• Utilize internal databases and external resources to deliver accurate technical solutions.

• Research, identify, and implement innovative solutions to software and hardware challenges.

• Guide customers through resolution steps via various communication channels, including phone, email, and chat.

• Monitor and track the resolution of computer system issues within established timeframes.

Qualifications:

• Proficiency in diagnosing and troubleshooting basic technical issues.

• Physical capability to lift up to 40lbs (e.g., servers, NAS).

• Exceptional ability to provide clear, step-by-step technical guidance, both verbally and in writing.

• Strong problem-solving skills coupled with effective communication abilities.

• Familiarity with remote desktop applications and helpdesk software such as RT Tracker.

• Sound understanding of computer systems, mobile devices, and other tech products.

• Hands-on experience with Windows, Linux, and Mac OS environments.

• Demonstrated commitment to a "whatever it takes" attitude.

Experience:

• Associate's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.

• Minimum of 2 years' experience in roles such as Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar.

• Additional certifications in Microsoft, Linux, Cisco, or related technologies are advantageous.

Equal Opportunity:

AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics. Visit our website at www.agreeya.com/career-culture to learn about our Career & Culture.