Technical Support Professional
Introduction
We are seeking a motivated and technically curious Entry-Level Technical Engineer to join our MaaS360 team in Costa Rica. In this role, you will be on the front lines, helping our customers integrate and troubleshoot the MaaS360 platform, which is a leading solution for enterprise mobile device management. You will work closely with customers, partners, development, and internal sales and support organizations to provide world-class technical support. This is an excellent opportunity for a passionate individual to develop expertise in a rapidly growing field and make a direct impact on our customers' success.
Your role and responsibilities
Working directly with customer IT management and first-level support to integrate and troubleshoot the MaaS360 platform.
Provide support through multiple streams of communication; live calls, web chats and ticketing system.
Diagnosing and resolving customer-reported system incidents, problems, and events related to MaaS360 deployments
Prioritizing current customer issues and managing existing support tickets effectively.
Documenting solutions and maintaining standard operating procedures
Collaborating with our R&D team to provide feedback on customer needs and requirements to improve our product.
Delivering technical training and education to customers to help them get the most out of their MaaS360 deployment.
Required Skills and Experience
At least 1 year of professional experience in a technical support role, with a focus on troubleshooting complex software or web-based solutions.
A solid understanding of system administration concepts for various operating systems.
Proven experience working as an IT administrator and using a ticketing system to manage support cases.
Demonstrated experience with smartphones, tablets, and laptops in a business environment.
Experience in testing and troubleshooting across multiple technical domains.
Passion for supporting internal and external customers, with the ability to educate and train them on new technical solutions.
Participate in on-call rotation for after-hours, holiday, and weekend support coverage
Research, reproduce, troubleshoot, and solve highly challenging technical issue
Required education
High School Diploma/GED
Preferred education
Technical Diploma
Required technical and professional expertise
Experience with cloud-based technologies and concepts related to security, SaaS, and enterprise administration.
A good understanding of the following mobile operating systems: iOS, Android, and macOS.
Experience with Windows (Home, Enterprise, and Server).
Familiarity with Azure or Office365 is a plus.
Preferred technical and professional experience
Hiring manager and Recruiter should collaborate to create the relevant verbiage.
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OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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