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Technical Support Engineer L2/L3 Mon-Fri 3pm-12am MST
Confirmed live in the last 24 hours
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Microsoft Azure
Communications
Requirements
  • At least four (4) years of related experience in the technical support field
  • MSP experience preferred
  • Strong communication skills around customer service - can defuse situations where partners and/or customers may be frustrated
  • Excellent analytical & problem-solving skills combined with the ability to provide quick resolution to problems
  • A self-motivated, strategic creative worker with a drive for executional excellence
  • Proficient at managing email and team communication through MS Outlook and MS Teams
  • Demonstrated support specific knowledge in one or more of the following Pax8 Staxs:
  • Productivity: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Experience migrating to Office 365, or from different versions of Microsoft Exchange. Understanding of PowerShell and its use with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental knowledge of mail flow concepts and DNS
  • Infrastructure: Advanced experience with the Microsoft Office 365 and Azure platforms. Experience with Azure AD Connect and hybrid configurations. Knowledge of Windows Virtual Desktop and/or Remote Desktop Services. Understanding of virtualization and clustered server environments
  • Continuity: Advanced admin/engineer level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Advanced admin/engineer level experience with SaaS based email solutions, Office 365 preferred. Advanced admin/engineer level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite
  • Security: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms. Advanced admin/engineer level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ. Advanced admin/engineer level experience with endpoint solutions like SentinelOne and Bitdefender. Installation, removal, and remediation experience with endpoint solutions. Knowledge around cybersecurity best practices or the desire to learn and dig deeper
  • B.A./B.S. in related field or equivalent work experience
  • Industry specific certifications preferred including but not limited to: Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+
  • Qualified candidates can expect a salary beginning at $63,000/yr or more depending on experience
Responsibilities
  • Provide advanced technical support to partners
  • Manage daily cases assigned
  • Log into phone and case management systems according to schedule
  • Resolve complex technical cases in a timely and efficient manner, using advanced technical knowledge of various Stax solutions
  • Determine when escalation to upper tier engineers and/or vendors is necessary and appropriate
  • Own and oversee escalated support cases until resolution is determined
  • Collaborate with others to develop customer support and problem resolution processes to provide more efficient, better partner/customer support
  • Collaborate with vendors and vendor contacts around cases currently in an escalated state
  • Act as first point of internal escalation for tier I engineers
  • Mentor team and assist with escalations
  • Assist with mentorship of team members over the following:
  • Act as guided resource for new team members, L1's, and Service Desk team members
  • Serve as new hire Co-Pilot
  • Provide feedback to leadership on methods of improvement for systems and situations that may develop
  • Share product specific support cases and their resolutions with the team for ongoing learning opportunities
  • Participate in live support cases or cases in which a partner has expressed frustration
  • Maintain product and knowledge specialization
  • Develop and maintain knowledge around specific products in team
  • Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
  • Act as a delegated Subject Matter Expert for one or more products, assisting with vendor communications, product training, as well as team and leadership awareness
Pax8

1,001-5,000 employees

Cloud commerce marketplace
Company Overview
Pax8's mission is to grow their customers' business
Benefits
  • Medical, dental, and vision (most plans covered at 100%)
  • Employee Assistance Program
  • Paid holidays and Extended Holiday Program
  • Flexible vacation and paid sick time
  • Military, parental, and family care leave
  • 401(k) with company match
  • Bonus program
  • Employer-paid life insurance, short-term, and long-term disability
  • Home-office allowance
  • Transportation benefits
  • Pet adoption reimbursement
Company Core Values
  • Innov8 - Creating an environment of curiosity and intentionality to find new answers and creative solutions. Using diverse thought and experiences to fuel new ideas and create innovative approaches. Empowered to challenge the status quo and encouraged to take risks.
  • Elev8 - Creating a space of trust, value, and safety as we look to support and lift others, ourselves, and the work. Developing a supportive and collaborative culture and investing in the ongoing development of knowledge and skills – enhancing our abilities, self-esteem, and confidence to take on new challenges.
  • Advoc8 - Being an active champion for your team, colleagues, and all of Pax8, ensuring everyone’s contributions are seen and recognized. Promoting a culture of continuous support, where praise is openly given, shared, and received. Allowing all voices to be heard and working together to achieve greater success and impactful results.
  • Celebr8 - Recognizing the personal and professional accomplishments of each individual, team, and Pax8 as a whole. Celebrating the contributions of team members and their unique backgrounds, experiences, and skills. Appreciating that we gain knowledge, insight, and progress through failure, enabling us to constantly evolve.