Technical Support Engineer

Duration: 6 months
Schedule: 08:00 AM - 05:00 PM

Job Description:

• Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.

Responsibilities:

• Provide comprehensive technical support for IT and mobile products, specializing in the Knox product suite, including:

o Android Enterprise
o Knox Asset Intelligence
o Knox Authentication Manager
o Knox Capture
o Knox Configure
o Knox E-FOTA One
o Knox Guard
o Knox Manage
o Knox Mobile Enrollment
o Knox Platform for Enterprise
o Knox Remote Support
o Knox Service Plugin

• Provide Hardware support for Windows PCs and Chromebooks.
• Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results.
• Deliver multi-channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems.
  Maintain end-to-end ownership of all assigned cases, ensuring a seamless resolution process from initial contact to closure.
• Ensure meticulous documentation by logging and tracking all customer interactions and technical issues within the Knox Technical Support console.
• Drive operational efficiency by striving for first-call resolution (FCR) to minimize customer effort and ensure timely follow-ups on all pending inquiries.
• Manage customer experiences with professional composure, particularly when resolving inquiries from dissatisfied clients to ensure a positive outcome.
• Act as a primary communication link, informing customers directly regarding bug fixes, new feature enhancements, and general product updates.
• Serve as the primary interface between enterprise customers and internal technical teams.
• Execute escalation protocols by routing complex technical problems to Level 3 (L3) advanced support teams according to defined procedures.
• Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to the relevant internal stakeholders.
• Provide technical support and troubleshooting for the following Knox Products:
  

Skillsets:

• Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune)
• Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
• Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
• Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC)
• Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)
• Understanding of emerging technologies, standards, and best practices for mobile development.
• Thorough knowledge and experience in different mobile development platforms including (Blackberry, iOS, Android, et al).
• Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
• Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
• Understanding of basic mobile email message flow.
• Must be comfortable working in stressful situations and navigating the organization effectively.
• Strong written, verbal and written communication skills.

Education:

• High School diploma. Associate Technical degree preferred with 2 year of technical support experience is required. Prior experience in a telecommunications environment, with specific focus on mobile device services and support (smartphones and tablets) is preferred

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
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