Tek Experts

Tek Experts is a leading, global provider of business and IT support services, and a developer of technologies that enhance the customer experience by enabling our teams to work more effectively. Whether it's providing follow-the-sun software support services that deliver exceptional customer experiences, developing technologies that enable sales teams to increase and retain revenue or training and developing people to be the best they can be, our focus is always on putting the customer first. The services we provide are delivered by a uniquely passionate workforce that helps companies manage their business operations and the services they provide to customers. By delivering unrivaled levels of business and IT support throughout the whole customer lifecycle, our clients know their business is always in safe hands and their customers are always cared for. We operate across borders, languages and time zones, and offer a 24/7/365 service. We have the expertise, networks and flexibility to support you from several locations around the world and can establish new operations, hubs and teams at break-neck speed.Job Description Overview We're seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve difficult customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by Level 1 Support Engineers and should provide quick and accurate support. A career in tech. Work with the biggest and best names in technology. We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it's the reason we've grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk. Responsibilities This role will: Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue. Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, and seek guidance from technical leads and subject matter experts as needed. Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases. Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes. Mentor junior support engineers as needed or requested by management. Qualifications In this role: 2 - 3 years of technical and customer support experience are required. Good knowledge in Linux OS - managing Linux OS servers and Windows server OS, able to install, configure and manage - tuning and optimization. Experience with SQL - able to create and modify SQL queries Basic understanding of programming languages - Java, JavaScript, Perl etc. Understanding of software lifecycle management - concepts and processes Good knowledge in Network concepts and understanding of securing networks Fluent in English - both written and verbal Experience in customer service is a must. Customer orientated, motivated to take charge of both customer engagement and problem Demonstrated excellence in teamwork, collaboration, and knowledge sharing. We working side-by-side with leading IT and Telecommunications organizations, expanding their operations while maintaining high levels of both technical expertise and customer service. We have a proven record of establishing new base Outsourcing operations, providing service locations, staffing,...