Job Summary: 

The Technical Support Engineer will be supporting end users by troubleshooting our Solumina platform. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals.    

Essential Functions:   

• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. 

• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. 

• Assist with the installation and maintenance of software and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary. 

• Thoroughly document interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel (prior knowledge of Zendesk is a bonus). 

• Increase technical and manufacturing industry knowledge by reading trade publications, operating manuals, and diagnostics information. Additional training opportunities are provided. 

• Develop training documentation and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software. 

• Collaborate with other iBASEt technical staff and clients to establish goals and objectives for system improvements and upgrades. 

• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.  

Requirements:  

• Strong English communication skills (bilingual preferred) both in written and verbal form. 

• Demonstrate ability to identify problems, form solutions, and execute step-by-step troubleshooting procedures. 

• Working knowledge of PC operating systems (experience with SaaS / cloud-based software troubleshooting a bonus). 

Required Education/Experience: 

• 2-3 years of experience in a technical support and/or call center environment. This is not an entry-level position. 

• High school diploma and willingness to learn through on-the-job training (degree from a four-year college preferred).