Lakeside Software

Senior Technical Support Engineer

Lakeside Software

full-time

Posted on:

Location Type: Hybrid

Location: Ann Arbor • Missouri • United States

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Job Level

Senior

Tech Stack

DNSFirewallsITSMLinuxMS SQL ServerSQLVMware

About the role

  • Answering technical support calls
  • Diagnosing and resolving issues
  • Reporting bugs
  • Testing newly developed software
  • Collaborating cross-functionally on client technical challenges
  • Customizing software tools to meet client needs
  • Accurately triaging and prioritizing customer issues
  • Following standard processes for proper escalation of unresolved issues to appropriate internal teams
  • Meeting and/or exceeding assigned Technical Support metrics and targets
  • Instilling trust and deescalating customer issues as appropriate
  • Providing prompt and accurate feedback to customers
  • Accurately and promptly documenting actions taken on issues into the system log
  • Documenting technical knowledge in the form of knowledge articles
  • Serving as a strong team player and collaborating with cross functional teams

Requirements

  • 8 - 12 years in IT support, Managed Service providers or Proprietary Software Support
  • At least 2 years of experience with SysTrack; additional experience with SysTrack or other agent-based environments is a plus.
  • Demonstrated ability to read and interpret C++ or C# code to diagnose issues, understand functionality, and contribute to technical discussions
  • Advanced Windows knowledge to include Windows Servers, Workstations, and Active Directory
  • Advanced Network infrastructure experience (e.g., switches, routers, firewalls)
  • Experience with troubleshooting Software application installation, testing and architecture issues
  • Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration
  • Working Knowledge of & experience with Mac/Linux Operating Systems
  • Linux command line troubleshooting
  • Working Knowledge of DNS, DHCP, AD, Group Policy
  • Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services)
  • SQL query writing skills
  • Experience in large scale (500+ users/devices) IT Datacenter Support
  • Experience handling Enterprise-size customers
  • System hardware troubleshooting experience
  • Working knowledge of ITSM tools
Benefits
  • Medical, Dental & Vision Insurance
  • Flexible Spending
  • Short & Long Term Disability Insurance
  • Company Paid Life & Voluntary Life & AD&D Insurance
  • 401(k) matching
  • 11 Days Observed Holidays
  • 20 Days PTO
  • 5 Days Paid Sick Time
  • Opportunities for career development and growth
  • A collaborative and supportive team culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
C++C#Windows ServersWindows WorkstationsActive DirectoryNetwork infrastructureHyper-VVMwareLinuxSQL
Soft Skills
technical supportproblem-solvingcollaborationcustomer servicedocumentationtriagingescalationtrust-buildingdeescalationteam player