About The Role The ideal candidate will have a proven track record in troubleshooting SaaS technology issues and solutions. Using excellent customer service skills, this individual will support the Global Technical Help Desk Support Team, troubleshoot customer technology issues, dispatch tickets to the proper support engineering team, and address user problems professionally and promptly. This is a remote, full-time contractor position. Key Responsibilities Provide direct service for IT networks and customer service to users inside and outside the company. Work closely with the team of engineers to answer questions and escalate issues as needed. Use the Autotask ticketing system to create detailed logs and technical documentation. Escalate issues to designated tiers and set customer expectations for follow-up. Participate in the on-call rotation, addressing technical issues as required. Manage diverse and complex issues in high-pressure environments with strong analytical and problem-solving skills. Resolve escalated customer problems using appropriate resources. Work independently within a team environment. Communicate effectively across various company teams to resolve technical issues. Work flexible hours and be available for designated shifts as per customer needs. Requirements 5+ years of experience as a Technical Support Engineer. Strong troubleshooting and diagnostic skills, with the ability to implement quick workarounds. Experience supporting business software, especially Microsoft products. Knowledge of cybersecurity and Microsoft productivity tools. Leadership skills to manage and motivate a remote team. Advanced knowledge of network and database structures. Experience troubleshooting using remote support software. Ability to work closely with Technical Support Engineers to ensure timely case resolution. Experience with end-to-end case management and proactive case review. Familiarity with customer environments and remote troubleshooting tools. Experience with Active Directory, Datto Autotask PSA, RMM, Proofpoint, Sentinel-One, Iron-Scales Keeper. Ability to operate effectively in a virtual environment and demonstrate ownership and initiative. Provide professional and courteous customer service. Experience with Microsoft Dynamics 365 CRM solutions. Strong communication, attention to detail, and critical thinking skills. #J-18808-Ljbffr