Support Engineer

Jobtailor

Phoenix (AZ)

On-site

USD 55,000 - 75,000

Full time

3 days ago

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Job summary

Jobtailor in Phoenix, AZ seeks a Helpdesk Specialist to deploy, manage, and support customer production systems across on-premises and SaaS offerings. You will support AWS GovCloud environments and assist at customer sites, install TECH5 hardware/software, and train contracted personnel.

You will work with internal teams to review implementation status, monitor high availability, and contribute to deployment processes.

Qualifications

Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or equivalent work experience
1+ year of experience in a Helpdesk environment with customer interaction and ticket management
1+ year of demonstrated client-server system experience
Hands-on experience with building and troubleshooting personal computers and peripherals
Understanding of basic networking concepts and ability to troubleshoot connectivity issues
Fluent English skills, written and verbal
Knowledge/experience of DevOps or cloud environment support desired
Scripting skills (BASH, Python, Go) desirable
Advanced knowledge of PC computing and general IT system management
Must be eligible to work full-time in the United States; visa sponsorship not provided by TECH5 USA
Knowledge of SQL scripting, troubleshooting, and stored procedures a plus
Familiarity with Salesforce; Zendesk and JIRA desirable

Responsibilities

Deploy, manage, and support customer production systems
Support AWS GovCloud environments and user systems located at customer sites
Install and configure TECH5-provided hardware and software
Provide instruction and assistance to contracted support personnel
Communicate with internal teams and customers to plan and review implementation status
Monitor logging and alerting systems for high availability and reliability
Develop processes and templates for customer project implementation
Support deployment, documentation, repair, and troubleshooting of systems
Share installation, configuration, remote connection, and contact data with Technical Support team members
Participate in a 24x7 on-call shift rotation
Respond to customer support requests via email, helpdesk ticketing system, and phone
Complete annual security training and follow security policies and procedures
Use remote support tools to resolve customer hardware issues
Reproduce reported issues, identify solutions, and report product or service defects
Assist engineering and quality assurance teams with test cases when assigned
Update asset management information to reflect customer deployment status
Perform other assigned duties

Skills

Helpdesk

Customer interaction

Client-server

Networking basics

Scripting (bash, Python, Go)

Troubleshooting

SQL scripting

Salesforce

Zendesk

JIRA

Remote support tools

Education

Associates Degree in Information Technology

Trade-school certificate

Tools

Salesforce

Zendesk

JIRA

Remote support tools

Job description

Deploy, manage, and support customer production systems for legacy on-premises and SaaS product offerings
Support AWS GovCloud environments and user systems located at customer sites
Install and configure TECH5-provided hardware and software
Provide instruction and assistance to contracted support personnel
Communicate with internal teams and customers to plan and review implementation status
Monitor logging and alerting systems for high availability and reliability
Develop processes and templates for customer project implementation
Support deployment, documentation, repair, and troubleshooting of systems
Share installation, configuration, remote connection, and contact data with Technical Support team members
Participate in a 24x7 on-call shift rotation
Respond to customer support requests via email, helpdesk ticketing system, and phone
Complete annual security training and follow security policies and procedures
Use remote support tools to resolve customer hardware issues
Reproduce reported issues, identify solutions, and report product or service defects
Assist engineering and quality assurance teams with test cases when assigned
Update asset management information to reflect customer deployment status
Perform other assigned duties

Requirements

Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience
A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management
A minimum of one year of demonstrated client-server system experience
Practical hands-on experience with building and troubleshooting personal computers and peripherals
Understanding of basic networking concepts and ability to troubleshoot connectivity issues
Fluent English skills, written and verbal, are required
Knowledge and experience of DevOps or cloud environment support is highly desirable
Skills with automation and scripting (BASH, Python, Go, others) are desirable
Advanced knowledge of PC computing and general IT system management skills
Ability to lift and move up to 50-lbs
Must pass enhanced criminal and background checks required by individual customers
Must be eligible to work full-time in the United States; TECH5 USA does not provide visa sponsorship
Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus
Familiarity with Salesforce is helpful; experience with Zendesk and JIRA is highly desirable

Core Competencies

Demonstrates expertise in deploying and managing customer production systems, with a strong focus on AWS GovCloud environments and client-server systems. Proficient in troubleshooting, automation scripting, and providing technical support while ensuring high availability and reliability.

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