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Open Positions
IR Partners

Customer Support Engineer

Job description

At IR our mission is to create innovative technology that optimizes operations, predicts business disruptions and automates the necessary steps to improve the experience of every interaction! If you have a unique background with a combination of Training, Customer Success, and Technical Support, and know what it’s like to always wear customer’s shoes - we want to talk to you!

About the job:

The role of customer support engineer is to ensure excellent computer operation so that our internal customers can accomplish business tasks. Within this fast paced environment, you will need to receive, prioritise, document and actively resolve customer requests whilst striving to deliver the highest level of customer service. Incident resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual provide in-person, hands-on help at desktop level.

Primary focus areas:

  • · Proactively provide customer & technical support to customers via telephone, email, and Internet Portal.
  • · Keep customer informed of progress and communicate solutions, workarounds, and action plan to customers.
  • · Independently identify, troubleshoot, document, and replicate customer problems.
  • · Retain ownership of all cases throughout the resolution process.
  • · Collaborate with senior engineers for escalation of complex problems according to escalation procedures.
  • · Recommend and implement new, or improvements to, existing technical support tools, procedures, and processes.
  • · Contribute to department attainment of organizational objectives and high customer satisfaction.
  • · Provide support to our clients, able to work flexible hours and participate in a weekend on-call roster.
  • · Provide Remote Assistance through Skype Video

Desired Skills and Experience:

  • • 5 years’ experience in IT, preferably in a system/software vendor environment.
  • • Support Center experience in a software company with system administration responsibilities is highly desirable.
  • • Must be able to manage client expectations effectively.
  • • Ability to manage multiple tasks and priorities. Organized, managing time well and be able to provide timely and accurate responses to customer request.
  • • Solid networking experience.
  • • In-depth knowledge of Windows, UNIX or HP NonSop operating systems, familiar with command shells, scripting and OS utilities highly desirable.
  • • Experience with the configuration or administration of Oracle, MS SQL, DB2, Exchange, CUCM, Avaya or Nortel highly desirable.
  • • Knowledge of Performance Monitoring tools in the Windows and/or UNIX environment highly desirable.

Details

  • Location: Denver, Colorado
  • Employment: Full Time
  • Job Function: Customer Service, IT
  • Seniority: Mid-Senior level

Apply

If this sounds like the next opportunity in your career and you possess the above attributes, apply today! Apply on LinkedIn by clicking on the link below.

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