Technical Support jobs in United States, Utah, Sandy

How will you make an impact?

• Work tickets via a web-based ticketing system, email, voice, or chat
• When working tickets:
• Validate for correct prioritization and monitor communication to users of progress
• Fix end-user issues that can be resolved on applications
• Record and route incidents to specialist groups
• Provide resolution and recovery of incidents
• Keep clear and thorough records in the ticketing system of all actions taken
• Escalates incidents when necessary
• Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
• Opens and monitors incidents created with 3rd party providers
• Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
• Reads and analyzes network diagrams
• Regularly works flexible schedule and on-call services
• Effectively and professionally communicates with internal and external customers

Have you got what it takes?

• Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
• 3-5 years work experience in a customer service field, preferably in a technical capacity
• Excellent technical, troubleshooting and analytical skills
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
• Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)

How will you make an impact?

• Work tickets via a web-based ticketing system, email, voice, or chat
• When working tickets:
• Validate for correct prioritization and monitor communication to users of progress
• Fix end-user issues that can be resolved on applications
• Record and route incidents to specialist groups
• Provide resolution and recovery of incidents
• Keep clear and thorough records in the ticketing system of all actions taken
• Escalates incidents when necessary
• Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
• Opens and monitors incidents created with 3rd party providers
• Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
• Reads and analyzes network diagrams
• Regularly works flexible schedule and on-call services
• Effectively and professionally communicates with internal and external customers

Have you got what it takes?

• Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
• 3-5 years work experience in a customer service field, preferably in a technical capacity
• Excellent technical, troubleshooting and analytical skills
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
• Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)

How will you make an impact?

• Work tickets via a web-based ticketing system, email, voice, or chat
• When working tickets:
• Validate for correct prioritization and monitor communication to users of progress
• Fix end-user issues that can be resolved on applications
• Record and route incidents to specialist groups
• Provide resolution and recovery of incidents
• Keep clear and thorough records in the ticketing system of all actions taken
• Escalates incidents when necessary
• Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
• Opens and monitors incidents created with 3rd party providers
• Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
• Reads and analyzes network diagrams
• Regularly works flexible schedule and on-call services
• Effectively and professionally communicates with internal and external customers

Have you got what it takes?

• Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
• 3-5 years work experience in a customer service field, preferably in a technical capacity
• Excellent technical, troubleshooting and analytical skills
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
• Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)

The Associate Technical Support Engineer (TSE) is a frontline support engineer and provides technical assistance to our customers' technical support and IT staff who support our suite of contact center software solutions. Our solutions utilize complex technologies, and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve.
How will you make an impact?

• ​Develop subject matter expertise in our core technologies, and at least one other technology specialty
• Provide technical support to customers via phone, online, chat, and email

• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
• Ability to actively listen, ask relevant questions and challenge customers appropriately
• Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
• Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of case work are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
• Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
• Other duties as assigned

Have you got what it takes?

• Associate degree or currently working towards a bachelor's degree in Computer Science, Business Information Systems, Networking or similar field, or equivalent work experience required.
• 2+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software
• 2+ years' experience working with and knowledge in at least one of these technologies: Contact center software, Telecommunications, Computer Networking, Programming and Integrations. Specific technologies include but are not limited to:
• ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc.
• SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services
• Ethernet hardware, load balancers, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP
• Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's, Scripting Logic Development, Log based fault isolation,
• C based languages, XML, JSON, etc. Browser software including IE, Chrome and developer tools
• CRM software such as Salesforce
• Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)

We are seeking a skilled and customer-focused IT Support Specialist with 4+ years of experience supporting enterprise LAN/WAN/VPN/Wireless infrastructure in both office-based and remote environments. This role is hands-on and covers a wide range of IT responsibilities including Tier II support, hardware/software troubleshooting, system upgrades, imaging, Active Directory, and VPN connectivity. You'll be the go-to IT contact for a local office, while also collaborating with global and remote teams. Strong communication, problem-solving skills, and the ability to work independently are essential. Experience with Windows 11, Office365, Microsoft Teams, Autopilot/SCCM, and ServiceNow is highly valued.

Hands-on experience with the following:

• Excellent Customer Service Skills a must
• Providing Tier II support for corporate desktop/laptop computer infrastructure supporting office-based clients and remote users
• Install, maintain, troubleshoot and upgrade desktop/laptop hardware and software
• Management of user rights and security settings at desktop/laptop computer level
• Rollout experience of large Windows upgrades
• Hardware support of LAN based printers and local printers
• Desktop/Laptop imaging solutions – Windows Autopilot & SCCM a plus
• Remote access tools such as RDP or TeamViewer
• Active directory management tools such as Microsoft’s Group Policy Management Console (GPMC)
• Support of Microsoft Windows 11, Microsoft Outlook, Office365
• Support of Microsoft Teams
• Support of VPN connectivity technologies for traveling/remote users (FortiClient a plus)
• Implementation, administration and support of backup technologies for hardware and software
• Implementation and support of anti-virus solutions
• Familiarity with LAN/WAN components and protocols: TCP/IP, DHCP, DNS, switches, routers and wireless connectivity. Required to support systems/networking teams with onsite server room.
• Strong analytical, problem solving & communication skills
• ServiceNow (SNOW) service management experience a plus
• Installation and connectivity support for approved handheld devices – activating iPhone, Android, using Microsoft InTune
• Laptop & Peripherals Equipment Order Process

Requirements:

4+ years of experience in an enterprise supporting LAN/WAN/VPN/Wireless infrastructure environment that has both office-based and remote end-users. Experience meeting all the IT needs of a local office from new hires, adds/moves/changes, level II troubleshooting, and being the face of IT globally. Excellent Customer Service skills and must be able to work alone and with remote teams.

Degree in Computer Science or Information Technology – Desired (Or Equivalent work experience)

CompTIA A+ or MCP certifications - Desired