Tracker RMS
Consultis is looking for a Technical Customer Support Engineer based in our Tysons Corner, VA (HYBRID) Location. This candidate will have a strong technical background and experience in Software Solution support and Product SME, while supporting our customers in the Americas region.
What you will be doing on a daily basis:
• Handle technical issues generated by customers in daily operation and/or in projects.
• Handle cases primarily remote occasionally on site depends on customer location and issue.
• Troubleshoot and fix technical issues on products for customers, use Phone / E-mail/ Chat services to support customers, use CRM for Case management.
• Reproduce and escalate higher level issues directly to Tier 3 and R&D
• Directly communicate to customers or partners during troubleshooting and issue resolution
• Follow established SLA & KPI.
Required Skills:
- Windows Server and Workstation -Advanced
- Enterprise Network services and products -Advanced
- Open-source tools e.g. Nginx, Elastic Search, Open DJ -Intermediate
- Cloud Administration ( AWS/AZURE)
- SQL Scripting
- Project management skills -Basic
- Linux -Basic
- At least 3 years of experience in technical support or IT support
- At least 3 years of experience in supporting solutions and projects.
- Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations.
- Proven customer experience with technical orientation
- Responsible personality to handle support cases from open to close.
Preferred Skills and Experience:
• Knowledge / Certifications – AWS Cloud services / MS Azure
• knowledge in databases – SQL, Scripting
• Experience in Mobile Cellular world
• Experience in SaaS environments – Supporting infrastructure.
• Knowledge of mobile phone OS (iOS, Android…)
• Technical Certifications (like CCNA, MCSA…)