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Location

Westborough, MA | United States

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Job description

Technical Support Engineer - Level 1

In this role, you will be responsible for working with our customers to understand, document and resolve their service requests
You will have a strong sense of ownership, attention to detail and communication as you manage the request to resolution
Collaboration skills are important as you will work closely with our internal teams and partners, if required, to identify problems, follow procedures, and resolve them promptly.

Responsibilities:

• Act promptly on incoming calls, tickets, alerts, emails, or chats to resolve customer and partner issues.

• Understand and explain technical and procedural concepts to both technical and non-technical audiences.
• Troubleshoot complex problems, analyzing issues, across a customer environment to provide effective solutions.
• Provide timely updates, both written and verbal to our customers, internal teams, and partners.

• Punctual and reliable attendance.
• Other duties as assigned.

Basic Qualifications:

• Technical qualification in Computer Science, Technology, Engineering or proven experience in technical support or customer-facing roles.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Customer-focused and collaborative mindset with a passion for delivering exceptional service.
• Troubleshooting and problem-solving skills, with the ability to analyze issues and provide effective solutions.
• Ability to work independently and collaboratively within a team environment.
• Must have at least one of the following:
  
  • A fundamental understanding of IT infrastructure
    Familiarity with firewall, switches, routers, servers, or storage concepts.
  • A knowledge of operating systems (Windows, Lunix, Unix) and scripting.
  • Windows server management / patching experience.
  • Experience working with hardware such as Dell PowerEdge, HP ProLiant, NetApp FAS, EMC Mid-Range, EMC Enterprise-Storage, IBM P Series etc.

• You will be fully trained on our systems and processes and must demonstrate the ability to be self-motivated with a strong sense of ownership and attention to detail.

Preferred Qualifications:

• A+
• CCNA or Equivalent
• ITIL foundation or higher
• Microsoft/CompTIA
• Azure Infrastructure
• Similar technical or customer service certification

Travel:

• 5%

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability
You can request reasonable accommodations by calling

1-877-778-8707

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Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company
We are not currently accepting additional third-party agreements or unsolicited resumes
If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to

[email protected]

Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information
41 CFR 60-1.35(c)

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Job tags

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Salary