IT Support Engineer (Part time, Freelancer, IT students)

YOU WILL:
• Reviews issues and contact customers to understand technical issues.
• Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
• Resolves or escalates multiple and varied customer issues. Documents technical work and research.
• Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
• Attends readiness training and non-technical training to ensure that they become proficient in support topics.
Product/Process Improvement
• Provides feedback to improve products to more senior engineers or technical advisors.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Uses automated tools to deliver solutions for a wide range of issues.
• Provides feedback on how to improve automated tools.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.