Technical Solutions Engineer

Requirements:
Education and Experience Required:
First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
3-5 years experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.

Knowledge and Skills:
Excellent verbal and written communication skills in language to be supported.
Advanced troubleshooting skills in a technical environment.
Excellent analytical and problem solving skills.
Advanced Software and hardware knowledge of computing, storage and peripheral devices.
Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support experience. E-support experience, knowledge and resolution ability.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability train peers on solutions.
Ability to take full ownership for resolution with escalated customers.
Ability to lead technical action plans.
Lead or provide expertise to teams or projects.
Highly Developed knowledge of more complex solutions.

Additional Skills:
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}