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Technical Support Engineer
Continuity
Posted on 6/7/2022
INACTIVE
Locations
Remote • Greenwood Village, CO, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Microsoft Azure
Powershell
Requirements
  • At least two (2) years of related experience in the technical support field
  • MSP specific experience preferred
  • Strong communication skills around customer service - can defuse situations where partners and/or customers may be frustrated
  • Excellent analytical and 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
  • Ability to build partnerships and work collaboratively with others to meet shared objectives
  • Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
  • Ability to actively learn through experimentation when tackling new problems, using both successes and failures as learnings
  • Ability to actively seek new ways to grow and be challenged using both formal and informal development challenges
  • Ability to anticipate and adopt innovations in business building digital and technology applications
  • Demonstrated support specific knowledge in the Pax8 Stax:
  • Continuity: Admin level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Admin level experience with SaaS based email solutions, Office 365 preferred. Admin level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite
  • B.A./B.S. in related field or equivalent work experience
  • Industry specific certifications preferred such as Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+
  • Qualified candidates can expect a salary beginning at $55,000 or more depending on experience
Responsibilities
  • Provide technical partner support
  • Manage daily cases assigned
  • Log into phone and case management systems according to schedule
  • Resolve routine technical cases in a timely and efficient manner, using technical knowledge of our various Stax solutions
  • Escalate cases to upper tier engineers and/or vendors when appropriate
  • Own and oversee escalated support cases until resolution is determined
  • Assist with development of processes around support in relation to providing customer support and problem resolution
  • Collaborate with vendors or vendor contacts around cases currently in an escalated state
  • Maintain product and knowledge specialization
  • Develop and maintain knowledge around products specific to their team
  • Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
Pax8

1,001-5,000 employees

Cloud commerce marketplace
Company mission
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 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.