Technical Support Engineer I

Neara; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Neara is seeking a Technical Support Engineer to assist end users of the Solumina platform. You will troubleshoot issues, provide rapid solutions, and help maintain optimal system performance.

The role requires strong English communication and a willingness to learn through on-the-job training; Zendesk experience is a plus, and candidates with bilingual abilities are preferred.

Qualifications

• 2-3 years of experience in a technical support and/or call center environment.
• High school diploma and willingness to learn through on-the-job training (degree from a four-year college preferred).

Responsibilities

• Provide daily support to users, answering questions, analyzing problems, and formulating quick solutions to restore systems.
• Communicate clearly with end users, colleagues, and management to resolve issues and ensure customer satisfaction.
• Assist with installation and maintenance of software and hardware to meet client requirements and apply security patches.
• Thoroughly document interactions, installations, issues, and solutions, with next steps required by management or repair personnel.
• Develop training documentation and troubleshooting procedures for both support staff and end users.

Skills

English communication

Troubleshooting

Customer service

Education

High school diploma

Four-year college preferred

Tools

Zendesk

Job description

Job Summary:

The Technical Support Engineer will be supporting end users by troubleshooting our Solumina platform. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals.

Essential Functions:

• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Assist with the installation and maintenance of software and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
• Thoroughly document interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel (prior knowledge of Zendesk is a bonus).
• Increase technical and manufacturing industry knowledge by reading trade publications, operating manuals, and diagnostics information. Additional training opportunities are provided.
• Develop training documentation and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Collaborate with other iBASEt technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.

Requirements:

• Strong English communication skills (bilingual preferred) both in written and verbal form.
• Demonstrate ability to identify problems, form solutions, and execute step-by-step troubleshooting procedures.
• Working knowledge of PC operating systems (experience with SaaS / cloud-based software troubleshooting a bonus).

Required Education/Experience:

• 2-3 years of experience in a technical support and/or call center environment. This is not an entry-level position.
• High school diploma and willingness to learn through on-the-job training (degree from a four-year college preferred).