Support Engineer

• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
• Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
• Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
• Document all customer interactions and issue resolutions clearly and concisely.
• Develop and maintain a deep understanding of our software's features, functions, and best practices.
• Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
• Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Platform Technical Support – Hospitality SaaS

• Provide technical support through inbound tickets, calls, and emails
• Troubleshoot and resolve networking issues across Cisco and Cisco Meraki environments
• Support end users and client IT teams in a fast-paced service environment
• Configure and troubleshoot VLANs, firewall rules, VPNs, routing, DNS, DHCP, and wireless networking issues
• Work within Zendesk and ticketing systems to manage incidents and service requests
• Escalate complex technical issues when necessary while maintaining clear communication with clients
• Collaborate with senior engineers on network troubleshooting and operational improvements
• Maintain professionalism and calm communication during high-pressure situations

Junior Network Support Engineer

• Support workstation deployments and end-user environments
• Troubleshoot hardware, software, and basic network issues
• Manage onboarding/offboarding and system upgrades
• Work with tools such as Microsoft 365, endpoint security, and ticketing systems
• Collaborate with teams and clients to ensure smooth operations

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Platform Technical Support – Hospitality SaaS

Junior Network Support Engineer

Desktop Support Technician