Job Details: Solutions Support Engineer Date: Aug 13 2020

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Solutions Support Engineer with strong technical background to work closely with customers, support teams and sales managers.

Troubleshoot and resolve case escalations from the Tier 1 team
Handle customer technical support cases using call/email/chat, use CRM to manage cases both remotely and onsite
Troubleshoot and fix technical issues on clients' products for customers
Directly communicate to customers or partners during troubleshooting and issue fixing
Report to regional technical support manager, follow lead of global technical support team
Follow SLA & KPI, improve technical support quality
Working hour is standard office hours 8 x 5

Requirements:

A must
Hands on experience with:
Windows OS (XP, 7,8,10)
Deep understanding of operating systems
Computers and technology environment
MS Office applications
Good Networking knowledge and experience (TCP/IP, DNS, File Sharing and Mapping)
CRM ticketing systems
At least 3 years of Experience in technical support or IT support
Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations
Outstanding communication skills, both written and verbal
Proven customer service experience with technical orientation
Fast learning skills with the ability to adapt to this position
Responsible, able to handle support case from open to close
Ability to function appropriately under stressful conditions.
Travel to customer locations for onsite troubleshooting/repair
Travel to Israel for periodical trainings
An advantage
Knowledge and experience in cellular technology, cell phones
Knowledge of mobile phone OS (iOS, Android…)
Technical Certifications (e.g. CCNA, MCSA…)
Work experience using Linux
Knowledge of SQL, Python or Hex databases
Work experience using Cellebrite or other forensic software
Server configuration and deployment
Digital Forensics/Computer Science degree
Ability to work flexible hours
Skills & Qualities
Passionate about support, being in the front line and solving problems for others
Good communication skills (oral and written)
Ability to work both in a team environment and individually