Technical Support Engineer

John Galt Staffing; Ann Arbor (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

John Galt Staffing is seeking a Technical Support Specialist in Ann Arbor, MI to handle new customer cases via the Support CRM, assist clients live by phone and remote sessions, and perform 1st level triage on hardware and configuration issues.

You will create and issue licenses, troubleshoot license problems, replicate issues in the ATAC lab, coordinate with Manufacturing for RMAs, and contribute to knowledge base articles. Off-hours on-call and holiday rotations are required.

Qualifications

• Handle new customer cases via the Support CRM system.
• Provide live support by phone and remote sessions (Webex/Zoom/Teams).
• Perform 1st level triage on hardware issues.
• Perform 1st level triage on configuration and reporting issues.
• Create and issue licenses.
• Troubleshoot and resolve license issues.
• Replicate issues and test configurations in the ATAC lab.
• Coordinate RMAs with Manufacturing and Hardware Operations.
• Author knowledgebase articles for support staff and customers.
• Participate in off-hours on-call rotations.
• Participate in holiday staffing rotations.

Responsibilities

• Handle new customer cases via the Support CRM system.
• Assist customers live by phone and remote session.
• Perform 1st level triage and fault isolation on hardware issues.
• Perform 1st level triage on configuration and reporting issues.
• Create and issue licenses.
• Troubleshoot and resolve license issues.
• Replicate customer issues and test configurations in the ATAC lab.
• Coordinate RMAs with Manufacturing and Hardware Operations.
• Author knowledgebase articles for use by support staff and customers.
• Participate in off-hours on-call rotation.
• Participate in holiday staffing rotation.

Skills

Customer support

CRM systems

Licensing

Remote support

License management

Hardware troubleshooting

Ticketing

Knowledge base

On-call rotations

RMA process

Tools

Webex

Zoom

Teams

Job description

• Handling new customer cases via Support CRM System
• Working with customers “live” via phone and remote session (ie. Webex, Zoom, Teams, etc).
• Performing 1st level triage and fault isolation on hardware issues.
• Performing 1st level triage and fault isolation on configuration and reporting issues.
• Creating and issuing Licenses.
• Troubleshooting and resolving License issues.
• Replicating customer issues and testing customer configurations in the ATAC lab environment.
• Coordinating with Manufacturing and Hardware Operations Teams to perform RMA process for failed components and servers.
• Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
• Participation in the Support Off-Hours On-Call rotation is required.
• Participation in Support Holiday Staffing rotation is required.