Tier 2 Support Engineer

Cebu City, Philippines
Full Time
Client Services
Mid Level
Join a team dedicated to a big idea: Curing Data Loss.
Organizations that lose their data often go out of business. Axcient is focused on preventing losses by defeating ransomware attacks, protecting sensitive data, and keeping business operations humming even in the face of disaster.
Axcient’s team is global team and represents the very best of our disciplines. We foster a culture of transparency and trust built through collaboration, high performance, and growth. Together, we make a difference as individuals and as a company in our mission to arm MSPs with the power to cure data loss for their clients and keep business running.
Our Core Values:
Take it, Own it: Take action and be accountable
Be Agile: Prioritize, execute, evaluate, and iterate
Reject Mediocrity: Don't accept average results
Do the Right Thing: Act with integrity
Team to Win: Commit to collaborate
 
Summary

As a Technical Support Tier 2 Engineer, you will provide phone and email technical support to Axcient partners for the x360Sync platform. The x360Sync Technical Support Tier Engineer performs troubleshooting and information gathering to identify the need of the partner, then provides the solution or routes the request appropriately to resolve the issue.

 
Key Responsibilities
  • Partner Technical Assistance: Provides technical support to partners by answering phone and/or email requests, troubleshooting and identification of technical problems/challenges, correcting x360Sync issues by researching technical documentation. Provides answers to partners, guiding partner through corrective steps either through verbal instructions and/or remote access. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced senior engineer.
  • Escalation: Supports the Tier 1 Engineers by providing guidance and assistance where needed, education, and acting as a point of escalation for Tier 1 Engineers.
  • Documentation: Improves partner references by writing and maintaining knowledgebase articles. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to the final resolution
  • Training: Identify and learn appropriate software and hardware used and supported by the organization. Updates job knowledge by participating in educational opportunities; maintaining personal networks.
  • Compliance: Avoids legal challenges by monitoring compliance with SLA’s and HIPAA regulations.
  • Other Duties as Assigned
 
Who You Are
  • Experience required troubleshooting the following environments: Windows Operating Systems (Server & Workstation), OSX, Android, iOS
  • Flexible, adaptable, focused, and positive in a constantly changing environment
  • Identifies problems; involves others in seeking innovative, simplified solutions; conducts analysis; searches for best solutions with the partner and Axcient in mind
  • Quickly and effectively analyzes, solves, or escalates partner’s issues with a high level of professionalism.
  • Able to think critically and under pressure.
  • Able to provide both good verbal and written communication with partners and team members
  • Investigate/resolve/escalate technical issues from Tier 1 Engineers
  • Proficient in the following skills: Problem Solving, Critical Thinking, Communication (verbal/written), Customer Service/Help Desk Support, Networking
  • Preferred Skills: System Administration, Windows/Mac OSX Administration, Scripting, SQL, Advanced Networking and Firewall Configuration
  • This position will be remote to start, we are looking for an office in Cebu City!

Check us out on Comparably!

At Axcient, we value the diversity of our employees and partners. We believe that our company thrives when we support and celebrate our differences. Axcient does not discriminate on the basis of race, ethnicity, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. Applicants who need assistance or accommodation due to a disability may contact us at [email protected]
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