Technical Support Assistant

Shift 8 : 30-5 : 30pm est

Phone Interview, Microsoft Teams

hybrid (3 in and 2 out after the first 90 days)

As an L1 Technical Support Engineer you will :

• Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
• Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
• Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering / new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
• Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
• Assist with "support verification" projects providing a UAT smoke test of upcoming releases and / or hot fixes
• Contribute content to our growing knowledge base.
• Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods

Required Qualifications

Preferred Qualifications

Proficiency in Salesforce

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.