Title: L1 Technical Support Engineer

Job Summary:
Provides support to external customers, on a variety of issues and products. Identifies, researches, and resolves problems. Responds to telephone calls, email and Case Management problem tickets initiated by customers via the self service web portal. Documents, tracks and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions, pre-established guidelines and the knowledgebase to perform the function of the job. Works under general supervision of the Team Lead.

Key Responsibilities:

% of Time Spent:

Provides support to customers with a high degree of customer service, quality and technical expertise. Works diligently and efficiently to take calls from the queue to maintain an average time to answer within SLA. Collects debugging information as needed. Escalates issues outside of the scope of L1 to the L2 team.

20%

Researches, resolves and responds to customer issues received via telephone, e-mail and web portal in accordance with current standards. Clearly documents technical issues within support incidents. Evaluates issues and resolutions for contribution to the Technical Support Knowledgebase

20%

Provides timely follow-up to user questions according to established SLA's

20%

Acquires and maintains knowledge of existing and new products and services in order to provide accurate and efficient customer support.

20%

Communicates issue status to customers in accordance with defined SLA's

20%

Functional Knowledge, Skills, and Competencies:

  • Associate Degree in business, computer science or equivalent
  • Minimum 1-2 years technical support experience
  • Excellent verbal and written communication skills as well as interpersonal skills with the ability to clearly communicate issues and problem resolutions to maintain excellent working relationships with customers and partners.
  • Voice/accent trained
  • Customer focused and team oriented
  • Able to follow documented issue resolution procedures
  • Knowledge of Windows XP, Vista and Windows Server OS 2k3 + 2k8, MS SQL, IIS and preferably Macintosh, Linux, Exchange knowledge a plus
  • General understanding of working within the internet environment
  • General understanding of client server networking software
  • Previous experience with Customer Relationship Management Systems
  • Must have a passion for troubleshooting client problems and satisfying customer needs
  • Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
  • Able to proactively and independently resolve issues, yet also function well within a team

Leadership:
A Technical Support Engineer needs to take a leadership position in resolving customer issues. The Engineer is not a direct people leader however the Engineer must involve and interact with others in support.

Problem Solving: (Define the typical level of problem solving minimally required by the role)
Problem solving is a critical skill for the Support Engineer. The Engineer must be able to listen attentively to the customer, ask probing questions, determine minimum data set of information required, analyze information and synthesize it into a resolution plan.
Nature of Impact:
Technical Support plays a key role in servicing our customers and ensuring they realize our core value of Total Customer Satisfaction. The level of support a customer receives when they encounter a service or product problem can mean the difference between retaining and losing a customer.
Area of Impact:
Technical Support Engineers support all Digital service and product offerings. Supporting our customers through service issues is critical in ensuring our customers continue to view Iron Mountain as a leader in the SAAS industry.
Interpersonal Skills:
A Technical Support Engineer is a customer facing position. Being such, the individual must possess strong written and oral skills in addition to their technical skills.
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