Support Engineer

• Provide onsite technical support for remote network engineering teams
• Troubleshoot network connectivity, PCs, IoT devices, printers, and related hardware
• Verify VLAN configurations and assist with wireless connectivity troubleshooting
• Check switch and router connections, cabling, ports, and device status
• Provide console access to network equipment using appropriate cables and tools
• Support network deployments, infrastructure upgrades, and post-deployment hypercare activities
• Diagnose and resolve technical issues while minimizing operational downtime
• Communicate findings, progress, and resolutions clearly to remote technical teams
• Maintain accurate documentation of onsite activities and completed work
• Travel frequently to assigned data centers based on project requirements

Network Support Technician

• Monitors and responds quickly to service requests via phone or email and obtains all necessary information to properly address end users’ inquiry
• Completes a log for each service desk phone/email request in the Casella Service Desk application to ensure proper tracking and prioritization
• Communicates with end users over the phone to walk them through the problem-solving process
• Conducts research to understand, explain and resolve technological issues
• Visits employee offices, when necessary, to physically identify issues and monitor and repair computer hardware or software issues
• Reaches out to users to follow up after problem has been resolved to ensure all systems and equipment are operating properly
• Escalates down system reports or major phishing alerts to Support Services Management immediately for appropriate action
• Schedules service requests with necessary vendors and confirms service completion and issue resolution
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values

Technical Support Specialist

• Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out.
• Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey
• Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions.
• Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience.
• Anticipate Needs: Proactively address customer concerns before they happen
• Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve.
• Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable.

Support Engineer jobs in Vermont

See all jobs on JobTailor

Network Support Technician

Technical Support Specialist

Technical Support Specialist